Inbound Process

1. Answering Calls Promptly

 Speed and Efficiency: Agents should answer calls as quickly as possible, generally
within 3-5 rings, to avoid customer frustration.
 Greeting: Agents must greet customers warmly with a professional tone, identifying
themselves and the company. For example:
" Good morning/afternoon/evening, Welcome to I-ON, my name is XXX, how
may I help you today?

2. Professionalism and Tone

 Friendly and Courteous: Always maintain a positive and professional tone

throughout the conversation.
 Active Listening: Focus on the customer’s needs and listen carefully without
interrupting, ensuring that you understand the problem before responding.
 Clear Communication: Speak clearly, avoid jargon, and explain solutions in a way
that the customer can easily understand.

3. Effective Call Management

 Stay focused on the Issue: Keep the call focused on the customer's query. Avoid
unnecessary tangents and ensure the customer feels their time is valued.
 Empathy: Show empathy for the customer’s situation, especially in cases of
complaints or frustration. Phrases like “I understand how that must be frustrating” or
“I’m here to help” can help build rapport.

4. Knowledge and Accuracy

 Product/Service Knowledge: Agents should be well-versed in the products or

services they support. This includes understanding common issues, solutions, and
how to navigate relevant tools or databases.
 Accurate Information: Ensure the information provided is accurate and up to date.
Avoid speculating or giving false information. If unsure, let the customer know that
you will find the correct answer.

5. Data Privacy and Confidentiality

 Verify Customer Identity: Before discussing sensitive information, verify the

customer’s identity using appropriate security questions.
 Confidentiality: Always protect customer data in line with company policies and
regulations like GDPR or CCPA. Avoid sharing personal details or discussing
customer information inappropriately.

Eg: sharing Passwords of the customer you only reset the passwords

6. Handling Difficult Customers

  Stay Calm and Patient: If the customer is upset or angry, remain calm and don’t
respond defensively. Acknowledge their frustration and offer solutions.
 Escalation Protocol: If the issue cannot be resolved, know when and how to escalate
the call to a supervisor or higher authority.

7. Call Duration and Efficiency

 Balance between Speed and Quality: While handling calls efficiently is important,
quality should never be compromised. Ensure all customer concerns are addressed
before ending the call.
 Wrap-Up: Before ending the call, confirm that the customer’s needs have been met
and ask if they have any additional questions. For example:
“Is there anything else I can assist you with today?”

8. Documentation and Call Logging

 Accurate Call Logging: After each call, accurately document the issue, resolution,
and any other relevant details in the call management system. This helps track
customer interactions and provides a reference for future calls.
 Follow-Up Actions: If follow-up is required, make sure to note the timeline and
action steps clearly, and ensure they are completed.

9. Compliance with Scripts and Guidelines

 Adhere to Scripts: Many inbound processes follow a script to ensure consistency and
adherence to compliance standards. Agents should follow scripts for greetings,
information gathering, and troubleshooting.
 Company Policies: Agents must comply with company policies related to refunds,
returns, technical support, etc., and ensure they communicate these policies clearly
and correctly.

10. Handling Call Volume

 Manage Wait Times: If call volumes are high, agents should try to manage customer
expectations. Inform customers of estimated wait times and offer callbacks when
possible.
 Call Back Policy: If necessary, offer a callback option to customers who don’t wish
to wait in long queues.

11. Adherence to KPIs (Key Performance Indicators)

 Meet Call Handling Metrics: Agents should work toward meeting the company’s
KPIs, such as Average Handling Time (AHT), First Call Resolution (FCR), Customer
Satisfaction (CSAT) scores, and Net Promoter Score (NPS).
 Quality Assurance: Regular monitoring and evaluations are done by supervisors to
ensure compliance with quality standards, such as the call resolution process,
politeness, and clarity.

12. Post-Call Duties

  End the Call Professionally: End the call with a polite closing and express
appreciation for the customer’s call. Example:
"Thank you for calling [Company Name]. Have a great day!"
 Ensure Follow-Up Actions are Taken: If the customer’s issue requires follow-up,
ensure that it is documented and executed in a timely manner.

By following these rules, inbound call center agents can ensure that they provide excellent
customer service, maintain professionalism, and contribute to the overall success of the
company.

Inbound Call Center Quality

Assurance Scorecard Template
Focusing on these main problems mentioned above, we’ve built an inbound call
center quality assurance scorecard template, that you can get inspired.

Criteria Description Points

Opening and
Professionalism

Uses a friendly and professional greeting (e.g., “Thank you for calling
[Company Name], this is [Agent Name].
How may I assist you today?”). Discloses the call may be recorded
Greeting for quality assurance purposes (company policy permitting). 3

Demonstrates active listening skills (e.g., acknowledges caller,

uses verbal cues like “uh-huh” or “okay”). Avoids interrupting
Active Listening the caller. 3

Uses empathetic language to acknowledge the caller’s

concerns (e.g., “I understand your frustration…” or “It sounds
Empathy like you’re having trouble with…”). 3

Maintains a professional and courteous tone throughout the

call. Uses clear and concise language. Avoids personal
Professionalism opinions or unprofessional language. 3

Customer Focus and

understanding

Effectively gathers information to understand the caller’s

needs and concerns. Asks clarifying questions to ensure a
Needs Identification complete understanding of the issue. 5
 Prioritizes the customer’s needs throughout the call. Uses
Customer Focus solutions and language tailored to the customer’s situation. 5

Establishes rapport and builds trust with the customer.

Building Rapport Maintains a positive and helpful attitude. 5

Communicates clearly and concisely with the customer.

Avoids technical jargon and uses language the customer
Communication understands. 5

Product Knowledge &

Problem-Solving

Demonstrates a strong understanding of the company’s

products and services. Answers customer questions
Product Knowledge accurately and confidently. 10

Focuses on providing solutions and resolutions to customer

Solution-Oriented problems. Offers multiple options when possible. 5

Uses critical thinking and problem-solving skills to address

customer concerns. Thinks creatively to find solutions for
Problem-Solving Skills complex issues. 5

Knows when to escalate complex issues or customer

complaints to a supervisor. Follows proper procedures for
Escalation escalation. 5

Call Resolution &

Follow-up

Attempts to resolve the customer’s issue during the first call

whenever possible. Documents the resolution clearly for future
First Call Resolution FCR reference. 5

Clearly communicates any action items or follow-up steps to

the customer. Documents next steps and deadlines for
Action Items & Follow-Up internal tracking. 5

Verifies customer satisfaction with the resolution before

Customer Verification ending the call. Offers options for further assistance if needed. 5

Ends the call with a courteous and professional closing.

Call Closure Thanks the customer for their call. 5

Additional
Considerations

Company Policies & Adheres to all company policies and procedures during the
Procedures call. Maintains data security and confidentiality. 5

Presents upselling and cross-selling opportunities in a

Upselling & Cross-Selling professional and appropriate manner if applicable. 5

Compliance Maintains compliance with industry regulations and legal 5

 requirements.

Open to coaching and feedback for continuous development.

Coaching & Development Demonstrates a willingness to learn and improve. 5