|posted: 2/2/2022 at 6:50:11 AM ET|
In a call center process,inbound and outbound call center. The first process is widely known as the inbound process or inbound call center is a call center process whose primary responsibility is to handle incoming customer phone calls. It is a customer-oriented call, which contains several reasons, that includes, querying for an order, voicing a complaint, asking a question, canceling a flight reservation, etc. However, in the above-mentioned process, it is the call center's responsibility to answer the calls quickly and provide customers with a professional and competent experience of voice chat.
Live chat – In an inbound call center, live chat is a part of an inbound process that involves addressing customers' queries over the live chat process. This chat process can be done on the company's website or on various chat messenger platforms.
Phone call – Attending phone calls is a traditional inbound process that exists in inbound and outbound BPO. Phone calls are the default medium to address customers' calls in an inbound call center.
Emails – Emails are also another medium, where an inbound process can take place. All types of customer queries that come over emails, can be treated under the inbound process in an inbound call center.
SMS - SMS service is another form of inbound process service that most businesses follow. Being one of the popular modes of communication with the customers, SMS stands for cost-effective, faster, and overall customer experience.
Social media – With the onset of social media, the inbound process to acknowledge customers can be effectively done without any hindrance. Queries on comments or any feedback can be efficient under the inbound process in an inbound call centerinbound and outbound call center