The Anatomy of an Inbound Call and Why It’s Important

The Anatomy of an Inbound Call and Why It's Important

Table of Contents

Despite the prevalence of digital technologies, the phone continues to be a preferred method of contact for customers. As such, inbound calls are still a thing. People would still rather pick up the phone and call than interact with a chatbot. They still prefer the live interaction of a call over the impersonal nature of email.

All this points to a simple fact for companies like yours: the anatomy of the inbound call is important to understand. Business owners and managers without sufficient understanding are not in a very good position to make sure inbound calls are handled properly.

Needless to say, a customer’s experience when calling has a profound impact on their impression of the business in question. Provided that impression is a good one, you could consider a phone call successful. But leaving a bad impression suggests an unsuccessful call – even if you managed to answer the customer’s question or solve his problem.

1. The Greeting and Introduction

We can break the anatomy of an inbound call down into four components. The first is the greeting and introduction. People expect to hear a professional greeting when they call a business. They expect the person answering the call to be articulate, friendly, and eager to help.

These days, caller verification is a big part of taking inbound calls. A receptionist or customer service representative confirms the caller’s identity and the nature of the call itself. Despite having to ask certain questions, verification can be conducted in a professional way.

2. Gathering Information

The second component of the inbound call is gathering information. Most important here is the ability to practice active listening. In other words, it is not enough for the company representative to hear the words being spoken. They must make a concerted effort to understand what is being said, the intent behind it, and so forth.

Depending on why the caller has contacted a company, it may be necessary to gather additional information. It could be anything from the description of a technical problem to more detailed account information.

3. Assessment and Resolution

Next up is the assessment and resolution component. Call center personnel need to assess every call they take. They need to determine the urgency of the issue at hand and how they might help. They need to know when it is appropriate to pass the call off to someone else. There are any number of possibilities, all of which need to be accounted for in order to come up with some sort of resolution.

Resolution could be as simple as answering a question. It might be taking a message or scheduling an appointment. Even solving a technical problem is on the table. It is fair to say that assessment and resolution are the most critical components of all. 

4. The Closing

As you might expect, the fourth and final component is the closing. Once again, callers expect representatives to be polite and friendly. They expect a proper closing that includes an acknowledgement of appreciation for calling in. In some cases, the closing also includes a request for feedback. Always remember this: the closing is as important as any of the other three components.

Here at Apello, we specialize in taking inbound calls. Our trained call center team knows how to ensure that callers have a positive experience. They are also well versed in forwarding calls, taking messages, answering questions, and providing basic customer service. We even offer appointment scheduling and help desk support. We do it all because we know the value of your inbound calls.

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