{"id":10150,"date":"2023-12-27T11:18:47","date_gmt":"2023-12-27T07:18:47","guid":{"rendered":"https:\/\/www.procontact-solutions.fr\/?p=10150"},"modified":"2023-12-27T11:20:33","modified_gmt":"2023-12-27T07:20:33","slug":"7-effective-tips-for-optimising-inbound-call-management","status":"publish","type":"post","link":"https:\/\/www.procontact-solutions.fr\/en\/7-effective-tips-for-optimising-inbound-call-management\/","title":{"rendered":"Contact centre: 7 effective tips for optimising inbound call management"},"content":{"rendered":"
Poorly managed inbound telephone calls can sometimes have negative consequences for the contact centre and for the company itself. Poor communication management affects the satisfaction of customers who are unable to find solutions to their problems or answers to their questions. After a bad call experience, most of them don’t want to contact the company again, which is a major loss for the company.<\/p>\n
So how can you effectively manage your contact centre’s inbound calls? Here are 7 effective tips.<\/p>\n
Managing inbound calls: what’s at stake?<\/h2>\n
The challenges of customer relations cannot be neglected. Customer dissatisfaction can become a real threat to a company. According to a study by Salesforce, 91% of customers say they intend to make a new purchase after a positive first experience with a telephone answering service.<\/p>\n
Improving your company’s image and boosting sales through telephone answering is entirely possible. This is achieved by establishing quality communication with callers and taking the time to listen to them and analyse their expectations. Establishing quality communication in a customer relations centre involves reducing waiting times and putting in place a team with expertise in customer relations.<\/p>\n
Poor customer service often leads to dissatisfied customers\/prospects. After a negative call experience, they may not want to contact the company again because they feel that the customer service department is unable to respond to their request or resolve their concerns. Not only will the company’s image be affected, but its sales and turnover will also fall.<\/p>\n