Centru pentru intrările apelurilor

Unele dintre cele mai frecvente servicii de apeluri de intrare sunt:

• Answering customers’ questions about a company’s products/ services
• Resolving customer service issues, handling requests and complaints
• Tech support for customers or internal support
• Payment processing, handling billing issues
• Upgrades and renewal inquiries for SaaS customers
• Taking sales orders, order entry, and processing
• Scheduling appointments, handling reservations, registrations

Deoarece agenții se ocupă de volume mari de apeluri primite, valorile cheie ale succesului pentru centrele de apeluri primite sunt rezoluția primului contact, viteza medie de răspuns, timpul de gestionare, rata de apel abandonată, scorul de satisfacție a clienților și productivitatea agentului.

Benefits of using inbound call center software

Despite the growing usage of digital communication channels, numerous research shows that the phone still remains the most widely used customer-service channel for the majority of today’s consumers. In fact, more than 50% of customers across all age groups typically use the phone to reach out to a customer service team, according to a recent study.

With professional inbound call center software, businesses can efficiently manage a large number of incoming calls and provide a high level of customer service. Advanced features like IVR and automated call routing ensure reduced wait times for customers, personalized support, improved caller satisfaction scores, and a more streamlined customer service workflow for businesses. Inbound call center software also makes it easy to monitor agent performance through built-in analytics tools and controlled support costs.

Thanks to Interactive Voice Response (IVR) systems and intelligent automated call routing functionalities of inbound call center systems, customer calls are routed to the right agents or departments. When done right, IVR helps reduce the volume of incoming calls, wait times, call handling time, and prioritizes calls based on value. Moreover, it increases first contact resolution and cuts down on operational costs.

How can you set up an inbound call center in LiveAgent?

Centrul de apeluri LiveAgent poate fi configurat în câteva minute.

1. Conectați-vă la contul dumneavoastră LiveAgent și faceți clic pe Apelare

2. Faceți clic pe Numere

3. Faceți clic pe butonul portocaliu Creare

4. Select your VOIP provider (the VOIP provider from which you’ve purchased your phone number)

5. Introduceți un nume (poate fi orice, este doar pentru a vă aminti ce număr este)

6. Selectați departamentul în care vor fi direcționate apelurile primite către acest număr de telefon

7. Introduceți prefixul dial-out

8. Bifați caseta de selectare Înregistrare apeluri dacă doriți să înregistrați toate apelurile primite/ efectuate de la acest număr de telefon

9. Introduceți acreditările de la furnizorul dumneavoastră VOIP (Nume gazdă, Nume utilizator, Parolă)

10. Faceți clic pe Adăugare

Dacă numărul de telefon a fost adăugat cu succes și este activ, va avea un punct verde lângă el.

11. Apoi, faceți clic pe butonul Editați și faceți clic pe IVR.

Configurați mesajele IVR/ bun venit folosind acest ghid IVR (mesaje bun venit/ offline) .

12. După ce ați terminat configurarea IVR, faceți clic pe Configurare

13. Faceți clic pe Apelare

14. Faceți clic pe Setări

15. Modificați setările în funcție de preferințele dvs. și faceți clic pe Salvare

16. Utilizați acest ghid pentru adăugarea telefoanele hardware și software pe ecranul Dispozitivelor

17. Apoi, transmiteți acest ghid agenților dumneavoastră, astfel încât să poată configura dispozitivele preferate pentru a răspunde la apeluri

What inbound call center features does LiveAgent have?

Soluția de birou de asistență omnicanal de la LiveAgent vine cu funcționalitate încorporată a centrului de apeluri și o gamă completă de caracteristici ale centrului de apeluri de intrare care permit echipei de asistență să gestioneze cu ușurință apelurile primite, menținând în același timp nivelurile de satisfacție ale clienților ridicate.

Smart call routing

With LiveAgent’s call routing, incoming customer calls are either routed to a free agent with the highest priority and longest time since their last call or randomly to one of the agents that’s currently available to pick up calls. Agents can also set up ACD for routing incoming calls to a personal device, such as a cell phone, which allows them to keep providing support on the go, or on the preferred device.

IVR designer tool

LiveAgent features a comprehensive IVR online designer tool that anyone (even with zero technical knowledge) can use to easily create their own IVR trees. You can literally create your custom IVR tree from scratch directly in LiveAgent’s dashboard, including recording or uploading your own audio files into the tree. A well-designed IVR tree can make it much simpler and quicker for customers to reach the right department or person.

Video calls

If you need a more personal way of communicating with customers, you can use a live video call that works just like a regular Skype call. LiveAgent’s video call is completely browser-based so there is no need to install any external 3rd party apps. Your agents can answer video calls directly on their computers (there’s no need for a phone). In addition to that, they can simultaneously chat with callers to ensure faster and more efficient support.

Unlimited call recordings

LiveAgent’s inbound call center software allows you to easily record, safely store, and playback your incoming customer calls without the need for additional call recorder software. That ensures you never miss a beat on the important details shared during any call. Use unlimited call recordings to improve the quality of your support, for training purposes, security, or compliance.

Automatic callback

With LiveAgent’s automatic callback function, your customers will be able to request an automated callback instead of having to wait on hold when your support line is busy. Having an automatic callback function increases customer satisfaction, reduces abandoned call rates, and increases agent productivity as agents won’t have to dial numbers that requested a callback manually.

Call transfers

LiveAgent’s inbound call center solution offers attended call transfers. This function allows agents to put incoming callers on hold, connect with an appropriate colleague and bring them up to speed, transfer the call to the new agent, or alternatively, return to the caller if the new agent cannot help them. This feature provides seamless issue resolution and ensures better customer satisfaction.

Internal calls

LiveAgent supports unlimited free internal calls amongst all online contact center agents. In case your agents need a helping hand from colleagues, they can instantly initiate internal calls right from the ticket interface. This feature that’s directly built into LiveAgent enables agents to get help in a very short time.

Reporting and analytics

LiveAgent’s built-in analytics module tracks a variety of call center metrics,  KPIs and can generate numerous reports. By consistently reviewing them, you can identify gaps in your inbound call center performance and improve your support quality based on the actionable insights you find. For example, analytics can showcase that agents need more training, more staff needs to be hired to meet call volumes, etc.