INBOUND PROCESS

Inbound Process comes under BPO Voice process, Inbound process may be a domestic or International process

The main responsibility of this process is agents receive a call to help the customers and answer their queries.

Inbound process covers

1. Customer Support
2. Inbound Sales
3. Technical troubleshoot
4. Order taking
5. Help Desk etc

There are many kinds of inbound processes

For Example 

BANKING

If the process is from the Banking sector, Agents must answer the incoming call and solve the queries related to the account, transactions, atm related issues, etc, and also verifying the customer details and taking a complaint and registering in the CRM and issuing the complaint ID.

PRODUCT BASED

If the process is from any company which sells home appliances, agents must answer the call and take the details of the customer and product like customer's name, phone number, email id, address and product details like product name, date of purchase, store from where they purchased and issuing the complaint id and arrange for the technician visit.

TELECOMMUNICATION

If the process is from any telecommunication company like Airtel, Agents must answer the customer queries related to the sim card, network issues, plan inquires, mobile number portability and if there is any postpaid billing issue or complaint on any stores.

THINGS TO REMEMBER

Inbound projects are easy to work with but agents must be active and pleasant to answer the call, Agents should not miss any calls i.e there should not be any abundant calls
Agents must be polite while talking to the customers
Sometimes customers will be very irate if it comes to the complaint undertaking process, In that case agents must learn to apologise the customer and talk to them politely.

NOTE

There are many Outsourcing companies who scam the centre by taking upfront charges for Inbound projects by saying fixed payout per seat.

The fact is, It is hard to get the inbound projects directly from the client, Centre must have well-experienced agents and they must have a good company profile, No company outsource Inbound projects to startup companies it is only for the experienced centre.

Every service-based or product-based companies will have their own customer support team, few companies will have their own in-house team to handle calls and few companies will outsource to the 3rd party vendors

CENTRE REQUIREMENT

• Centre must have good Office infrastructure with a minimum of 10 seats
• Dedicated leased line
• DOT licence (Directorate of Telecommunication)
• Technical diagram
• Dialer facility
• Agents with Good communication skills
• Team leader and a floor manager to monitor the process.