Inbound Calls

Inbound call center services

An inbound call center receives incoming calls from customers. Support teams typically monitor inbound centers since the calls tend to come from existing customers with issues or questions. Customer service is probably the most well-known function of an inbound call center. That said, inbound call centers can do more than that, including generating revenue with cross-sells and upsells. Here’s a look at some common services inbound call centers provide:

Product and/or tech support

Password changes, updating account information, responding to complaints ... inbound call center agents help customers solve a broad range of issues. For problems like advanced technical support, agents may use a help desk tool—like Zendesk—to route customers to IT specialists.

Payment and order processing

Though online ordering is incredibly popular, many shoppers still place orders over the phone. Inbound call agents can help customers complete their purchases over calls. Likewise, shoppers may contact a company to ask questions about their billing or resolve online payment issues.

Upgrade and renewal inquiries

Subscription-based businesses such as subscription boxes or SaaS companies may receive calls from customers who want to expand their current plan. In this case, inbound call agents should be trained to either upgrade shoppers’ plans themselves or redirect the call to a sales agent who can process the plan expansion.