Remote operations
Marc Prempain
15 April 2024
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Inbound call centers are one subset of call centers. When calling a call center, what kinds of call center answers can you expect? And what is this call center experience like for the agents themselves?
Well, in an inbound call center job, agents are working in a customer service role in which they have to handle incoming phone calls from customers facing various problems. The agents are expected to respond to customer questions, solve their problems, and ensure high levels of customer satisfaction, all while doing so in a fast-paced environment.
Some common questions that agents get asked include inquiries about return policies, what happens if an item is broken, issues around products not being delivered, and confusion or complaints around product or service descriptions not being accurate. Other times, customers have questions about specific business processes.
Handling customer service calls calmly and efficiently is a central mission to the agent job description. Their abilities to respond to various requests and demands to “answer this question” from customers will be tested during their job interviews to ensure that they can handle any customer.
Agents need to be ready for any question that could come their way, which is why it’s important for them to understand how to provide a useful call center answer.
In customer interactions, people expect quality customer service in addition to concise and clear answers to their questions. Even if the situation is more complex, customers are looking for questions to be answered with empathy and active listening, so they feel that their concerns are being heard and truly cared for. Sometimes the customer needs to be transferred to different agents, or the agent needs to put the customer on hold to look up information on the problem. But regardless of the complexity of the situation, the customer expects to have a resolution at the end of the interaction.
Call center agents can use tools like ViiBE for more complicated interactions so they can get a better understanding visually of the situation in order to properly diagnose and troubleshoot the problem from a distance. Video assistance is also beneficial because it makes it easier to show empathy and connect with the customer in need of help, despite the support being given during a remote interaction.
The main consideration during any customer call is to provide a positive customer experience, even if a resolution is not possible. Creating a positive experience goes a long way for customers, and is likely to ensure that they are not upset with the agents themselves if the call doesn’t go favorably in their direction.
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