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Inbound Call Centre Software

With MaxContact’s simplified call routing application you’ll be able to design call flows that suit the needs of your business and customers

 
 
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Inbound call centre software that drives engagement

MaxContact’s drag-and-drop IVR designer has been made to simplify your call flows. The feature-rich designer allows you to quickly design, test and deploy inbound call strategies that will improve the customer journey.

Clients are able to make use of MaxContact’s easy-to-use, graphical, IVR designer to streamline call flows, set numerous parameters and better engage customers who are reaching out to your contact centre.

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Increase Customer Experience

MaxContact’s IVR designer is a user-friendly solution that can have a positive impact on your contact centre. Engineered to be simple to use, it will allow you to map out customer call flows, set in place routing parameters and make for a better overall customer experience for the clients engaging with your company.
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Blended Campaigns

Allow agents to seamlessly take inbound calls while being logged into outbound campaigns and making calls. Priority will be given to the inbound call and will be routed to the agent with minimal wait time, thus driving agent productivity.

Inbound contact centre features you will love

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The Golden Ticket

Offer the ultimate customer experience with MaxContact’s Virtual Queue. Customers can hold their place in the queue, hang up and receive an automated call back once they are front of queue.

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Automated Payment IVR

Collect payments 24/7 with MaxContact’s automated payment IVR. Allows clients to make payment at a time that suits them, without the need for agent involvement.

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DNC Integration

Configure IVR’s so that customers can add themselves to the DNC list, without the need for agent interaction.

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IVR Announcements

Announce average queue times and dynamically use different IVR routes if times exceed thresholds, allowing you to reduce abandon rates and increase customer satisfaction in your call centre.

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Simple Setup

Build, test and configure IVRs in rapid time and make changes when it suits, without out the need for technical support.

What else do we offer?

Other Solutions Available

Check out what other solutions are available within MaxContact and how they can help grow your business.

Preview Dialler

Scripting

Progressive Dialler

IVR Automation

Predictive Dialler

WorkForce

VOIP Phone Dialler

Business Analytics

Quality Assurance

Omni Channel

Speech Analytics

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Frequently asked questions

Inbound call centre software is a type of software that is used to manage incoming calls in a call centre or customer service centre. It typically includes tools that make the customer journey a pleasent experience whilst optimising the contact centre for efficiency.

The most typical solution would be an IVR that allows the customer to choose from options to then be routed to the destination of choice. The IVR is designed to manage call flows, read out notices, announce wait times and offer automated call backs.

The majority of call centres have some form of CRM that is often integrated with the communications platform. These CRMs are often cloud based such as Salesforce and Hubspot but can also be unique to the industry like debt collection CRMs.

This could be;

 

1. General customer service enquiry such as returning goods.

2. Calling to book an appointment.

3. Calling to make a payment on an account.

4. Calling to upgrade or cancel a service.

5. Technical support query.

MaxContact provides telephony services so that your services are in a simple to manage solution. Inbound numbers can be acquired through our services which cater for 13, 1300, 1800, local and mobile number services.

1. Understanding the reason why customers get in contact in the first place. Can this be self service? Can you reduce failure demand which in turn will reduce volumes?

2. From there you need to understand how customers wish to engage with your business. Is it voice, sms, social media or a mix?

3. Understand the customer journey and map it so that it is a pleasent journey for them to follow. Really put yourself in their shoes.

4. Train your people. The front line teams are key to your business and are the customer facing side, so train them as well as you can.

5. Invest in technology. It is here to empower your business to provide a stellar customer experience.

The most common KPIs for inbound call centres, include;

1. AHT - Average Handle Time

2. FCR - First Contact Resolution

3. Service Level

4. IVR and Call Abandonment Rates

5. Average Wait Time in Queue

6. Average Hold Time

 

Does your Contact Centre Platform measure up?

MaxContact is the ultimate Call Centre Software built entirely around your business's individual needs.

Whether it’s outbound, inbound, blended, Omni, or a mix of them all, you can manage multiple interaction channels via an easy-to-use management portal – all converged in one solution.

 

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