Inbound Call Center Services
Boost customer experience and loyalty with inbound call center services
Give the best experience to your customers via our inbound call center services that allow you to resolve your customer queries faster. Our services support skill-based, location-based, and time-based intelligent routing. Its integration with workforce management and optimization means customers can reach the right agents at the right time without any hassles.
Request a DemoElevate customer experience with our inbound call center features
Enhance customer satisfaction and achieve peak performance with our inbound solution.
Omnichannel support
Handle inquiries across email, live chat, SMS, and social media channels with a unified interface.
Workforce management
Scheduling, forecasting, adherence, and performance management – reach agents with the right skills.
Monitoring and reporting
Call queue, agent availability, and performance metrics like KPIs help make data-driven decisions.
Why ClearTouch’s Inbound Call Center Platform?
Ours is a truly cloud-based call center solution that you can operationalize within 24 to 48 hours. It comes pre-integrated with industry-leading CRMs and helpdesk solutions. All you need to be on our platform are working Internet connectivity and browser access, making it WFH-ready. This is truly scalable, with provision for you to scale up and down your needs at the click of a button. We don’t charge you an agent license fee; you only pay for what you use.
We understand that every organization follows a different workflow and needs custom call centers. We build all of your customizations as a part of our implementation at no additional cost. This is an industry first.
Our Credibility
We have implemented our call center solutions to more than 1500 businesses worldwide across verticals. Listen to this – we haven’t had a customer churn from us in our last six years of operations in India.
We have industry-specific expertise and can help you with good practices across domains like BPOs, BFSI, Collections, Healthcare, Retail, Automotive, eCommerce, Manufacturing, and Fintech.
With unparalleled features and integrated infrastructure, you don’t have to look beyond ClearTouch’s call center services.
Explore all of our call center software features
Our Inbound Call Center Software Advantage
Check out all the benefits for your business.
Agents can access all your interactions across channels
Voice, SMS, WhatsApp, chat, email, website, chatbots, social, and offline. Customers don’t have to repeat themselves at any point during their interactions, irrespective of the channel they choose to communicate.
Strong integrations
It is easily integrable with your in-house CRM, helpdesk, inventory, and other best-of-breed solutions. Your agents will not have to open multiple screens to access information before addressing customer queries. Our platform already has pre-build integrations with leading players like Salesforce, Zoho, Lead Squared, ServiceNow, Zendesk, and Freshdesk.
Anytime support
You can reach us 24×7 on call, SMS, and WhatsApp. You don’t need to man each of these channels separately. Wouldn’t your customers love this? Our support has been the main differentiator with our 1500+ customers.
Per-minute pricing
You don’t have to worry about licensing, scaling up and down your needs, customizations, and roll-out infrastructure. It is a pure cloud-based infrastructure where you truly pay as you go.
Our inbound call center solution at a healthcare facility
Our inbound solution has helped increase call volumes by 400%. The healthcare facility can proactively address patient needs with our platform.
Frequently Asked Questions
What are inbound call centers?
An inbound call center receives incoming calls from existing customers. The request can be related to product or technical support, reporting problems or faults, ordering new services or products, payment processing, upgrades & renewals, and licensing.
Inbound call centers aim to make it easy for customers and provide exceptional customer experience.
What are the common inbound call center services?
Some of the common inbound call center services include:
Product support
Agents answer questions regarding the products purchased. It can be product demonstration or helping with the functionality of the product. With inbound call centers, you can route the calls to specific tech support teams based on the customer’s needs.
Help desk services
Customers can report issues, challenges, and complaints about the product or services and seek resolutions.
New order processing
Call centers can process orders for additional services or products.
Payment processing
Customers may need help with payment processing for their purchases, subscriptions, unsubscriptions, and billing.
Upgrades and renewals
Agents can help customers with upgrades of their product or service plans and renewals of it periodically.
Licensing
Agents can help customers with licensing information – whether something is functionally possible with their existing subscriptions and buying additional licenses.
When do you need an inbound call center?
When you want to ensure that your customers have an exceptional experience working with your business, you should opt for an inbound call center.
Inbound call centers help your customers with better adoption of your products and services, which will ensure their success as well as the success of your business.
How do you handle inbound calls?
Inbound calls are processed and sorted. For instance, once the customer calls, the IVR will take them through the options – self-service or transferring the customer to an appropriate agent. Based on the needs of the customers and the customer information, the calls can be intelligently routed to agents based on skills, location, or time.
Once the call gets connected to an agent, the success revolves around how smoothly it is addressed. You would also measure metrics like First Call Resolution (FCR), Customer Satisfaction (CSAT), and Net Promotion Score (NPS).
This would give you a good idea about how well the customer queries are addressed or resolved.
There would be issues that the agent may not be able to resolve over a call. In this case, the agent should clearly communicate the course of action and how it would be addressed. The agent should generate a ticket number, the possible resolution time, and the next course of action and communicate it clearly to the customers.
What are the advantages of inbound call centers?
How to choose the right inbound call center solution for your needs?
A plethora of options are available in the market for inbound call center needs. However, you must be cautious and choose the right platform that addresses all your needs – scalability, flexibility, security, and pricing.
It should have features like: