Optimise your inbound call management with AI

In a world where responsiveness and efficiency are key, Artificial Intelligence (AI) is revolutionising inbound call management. Thanks to a host of new technologies, AI can reduce waiting times, improve customer satisfaction and optimise operations. By automating repetitive tasks and offering personalised solutions, AI can free agents to focus on more complex, high value-added interactions. Find out why it’s imperative to integrate AI into your company’s inbound call management in 2024.

What are the challenges of inbound call management?

More and more contact centres are turning to Artificial Intelligence (AI) to meet the challenges they have been facing in recent years, particularly the increase in the volume of inbound calls and the growing complexity of customer requests. This rise in call volume is due to several factors, such as the diversification of communication channels, the rise of e-commerce and the globalisation of businesses. As a result, customer waiting times are getting longer and agents are becoming increasingly overworked.

The 4 major challenges of inbound call management

Contact centres and call centres must implement effective strategies to optimise inbound call management, which presents major challenges for the company:

1. Improving customer experience

The most effective solutions for improving the customer experience are to :

• Reduce waiting times: customers should not have to wait indefinitely to be put through to an agent.
• Offer a personalised, high-quality service: interactions with customers must be fluid, efficient and meet their specific needs.

2. Optimising costs

To optimise your contact centre costs, you can :

• Streamline the use of resources: the human and material resources dedicated to handling incoming calls must be used as efficiently as possible.
• Reduce operational costs: inbound call management must be efficient to minimise the costs incurred.

3. Optimising the productivity of agents

Here’s how you can optimise agent productivity:

• Automate repetitive tasks: agents need to focus on higher added-value tasks, such as handling complex requests or solving tricky problems.
• More time dedicated to customers: by automating repetitive tasks, agents can devote more time to each customer, improving the quality of interactions.

4. Boosting customer satisfaction and loyalty

The best ways of boosting customer loyalty are to :

• Reduce waiting times: short waiting times contribute to greater customer satisfaction.
• Improve query resolution rates: efficient handling of customer queries boosts customer satisfaction and confidence in the company.
• Encourage positive communication: positive interactions with agents encourage customer loyalty.

To meet these challenges and transform inbound call management, the integration of a high-performance solution, based on artificial intelligence (AI) for example, is essential. AI offers a range of powerful tools for optimising processes, improving the customer experience and reducing costs.

Integrating AI into a call centre’s inbound call management: a winning solution

Integrating artificial intelligence (AI) into inbound call management offers benefits for businesses and also for customers.

Automation of repetitive tasks

Artificial Intelligence can be deployed to automate certain repetitive, time-consuming and low value-added tasks. The most common tasks that can be automated include :

Answering calls that come in too often

Interactive Voice Response (IVR) systems can handle simple, repetitive calls, such as checking opening times or redirecting callers to the right department. This frees up human agents to concentrate on more complex tasks. AI is becoming an essential element of modern IVRs, as it enables them to deliver a more natural and efficient user experience.

Automated responses via a text interface

Chatbots can answer frequently asked customer questions via a text-based interface, 24/7. They can also collect information from customers before transferring it to an agent.

Improved call routing

AI can be used to improve call routing and better direct callers to the most qualified agents:

• Natural Language Analysis (NLU): AI can analyse the language of callers to identify their needs and direct them to the most appropriate service or agent. This reduces waiting times and improves customer satisfaction;
• Queue management: AI systems can predict call volumes and waiting times, enabling better workforce management and optimised call routing.

Agent support

Artificial intelligence can help agents and optimise the quality of incoming call handling with:

• Real-time information: AI can provide agents with contextual information about callers, such as their call history or previous purchases. This enables them to better respond to customer needs and personalise interactions;
• Sentiment analysis: AI can analyse callers’ emotions to identify potentially conflictual situations, enabling agents to defuse tensions and manage difficult situations more effectively.

Improving call quality

Artificial intelligence is a useful tool for improving call quality. It can be used for :

• Call recording and analysis: AI can analyse call recordings to identify areas for improvement and coach agents. This enables agents to be better trained and improves the quality of interactions;
• Satisfaction surveys: AI can analyse customer satisfaction surveys to identify trends and areas for improvement. This enables companies to better understand customer expectations and adapt their services accordingly.

Process optimisation

Artificial Intelligence can be used to meet today’s increasingly complex customer demands, by identifying trends and anticipating demand:

• Identifying trends: AI is able to analyse call data to identify trends and recurring problems. This enables companies to take proactive measures to improve their services and reduce costs;
• Demand forecasting: the tool can predict call volumes and staffing requirements, enabling businesses to optimise their resources and avoid understaffing or overstaffing.

Optimise the quality of your incoming calls by entrusting them to ProContact

ProContact specialises in inbound call management, delivering a high-quality service thanks to its trained agents and use of the latest technologies. Our trained professionals answer calls efficiently and courteously, guaranteeing an optimal customer experience and ensuring that requests are handled quickly and accurately.

Trust ProContact to turn your customer interactions into lasting loyalty opportunities. Contact us to start a tailor-made collaboration.