{"id":4369,"date":"2025-01-02T13:32:07","date_gmt":"2025-01-02T06:32:07","guid":{"rendered":"https:\/\/www.linuxid.net\/istilah\/?p=4369"},"modified":"2025-01-26T14:21:32","modified_gmt":"2025-01-26T07:21:32","slug":"an-inbound-call","status":"publish","type":"post","link":"https:\/\/www.linuxid.net\/istilah\/an-inbound-call\/","title":{"rendered":"Inbound call"},"content":{"rendered":"<p>Panggilan masuk biasanya dimulai oleh pelanggan ke <a href=\"https:\/\/www.linuxid.net\/istilah\/Call-Center\/\">call center<\/a> atau <a href=\"https:\/\/www.linuxid.net\/istilah\/contact-center\/\">contact center<\/a>. Sebuah contact center dapat menangani panggilan masuk atau <a href=\"https:\/\/www.linuxid.net\/istilah\/outbound-call\/\">panggilan keluar<\/a> secara eksklusif atau kombinasi keduanya.<\/p>\n<p>Performa <a href=\"https:\/\/www.linuxid.net\/istilah\/call-center-agent-call-center-representative\/\">agen contact center<\/a> panggilan masuk diukur berdasarkan beberapa metrik, termasuk <a href=\"https:\/\/www.linuxid.net\/istilah\/first-call-resolution-FCR\/\">resolusi panggilan pertama<\/a>, <a href=\"https:\/\/www.linuxid.net\/istilah\/Average-handle-time-AHT-What-is-it-and-how-to-improve-it\/\">waktu penanganan rata-rata<\/a> dan waktu dalam antrian. Contact center panggilan masuk kadang-kadang menetapkan tujuan layanan yang dikerjakan oleh center dalam <a href=\"https:\/\/www.linuxid.net\/istilah\/service-level-agreement\/\">perjanjian tingkat layanan<\/a>.<\/p>\n<p>Agen contact center panggilan masuk saat ini sering berkomunikasi dengan pelanggan melalui email dan chat, selain panggilan telepon.<\/p>\n<h2>Pusat Kontak Masuk vs. Keluar<\/h2>\n<p>Pusat kontak masuk menerima panggilan masuk ke pusat kontak dari pelanggan yang sudah ada. Agen layanan pelanggan dan tim dukungan bertanggung jawab untuk memantau dan menangani permintaan penelepon. Salah satu layanan utama dari pusat kontak masuk adalah menangani panggilan pelanggan dan menyediakan dukungan teknis.<\/p>\n<p>Pusat kontak keluar melakukan panggilan keluar ke calon pelanggan. Tim penjualan melakukan panggilan dingin untuk memperluas basis pelanggan perusahaan. Perusahaan mengandalkan riset pasar dan <a href=\"https:\/\/www.linuxid.net\/istilah\/lead-generation\/\">pembuatan prospek<\/a> untuk mengumpulkan informasi tentang calon pelanggan.<\/p>\n<section id=\"pillar-cluster-splash\/\">\n<h2>Strategi untuk Manajemen Panggilan Masuk<\/h2>\n<p>Berbagai strategi dapat digunakan untuk memaksimalkan kepuasan pelanggan. Perusahaan dapat mendirikan dukungan pelanggan internal atau mengalihdayakan proses bisnis tersebut.<\/p>\n<p>Berikut adalah beberapa strategi yang dapat digunakan oleh pusat kontak masuk untuk meningkatkan pengalaman pelanggan:<\/p>\n<ul class=\"default-list\/\">\n<li>Fokus pada integrasi perangkat lunak pusat kontak dan <a href=\"https:\/\/www.linuxid.net\/istilah\/CRM-customer-relationship-management\/\">manajemen hubungan pelanggan<\/a> untuk membantu tim layanan pelanggan melihat riwayat pelanggan dengan cepat.<\/li>\n<li>Implementasikan sistem perutean panggilan yang memungkinkan pelanggan segera terhubung dengan departemen yang tepat.<\/li>\n<li>Cobalah sistem respons suara interaktif (<a href=\"https:\/\/www.linuxid.net\/istilah\/Interactive-Voice-Response-IVR\/\">IVR<\/a>) untuk menemukan yang memiliki tingkat pembatalan panggilan terendah. Volume panggilan tinggi juga membuat IVR menjadi pilihan yang aman.<\/li>\n<li>Latih staf secara teratur agar mereka tetap up-to-date dengan kebijakan layanan pelanggan.<\/li>\n<\/ul>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Panggilan masuk biasanya dimulai oleh pelanggan ke call center atau contact center. Sebuah contact center dapat menangani panggilan masuk atau panggilan keluar secara eksklusif atau kombinasi keduanya. Performa agen contact center panggilan masuk diukur berdasarkan beberapa metrik, termasuk resolusi panggilan pertama, waktu penanganan rata-rata dan waktu dalam antrian. Contact center panggilan masuk kadang-kadang menetapkan tujuan [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[26],"tags":[249],"class_list":["post-4369","post","type-post","status-publish","format-standard","hentry","category-business-software","tag-contact-center-as-a-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Apa itu Inbound call? - Istilah Komputer<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/linuxid.net\/istilah\/an-inbound-call\/\" \/>\n<meta property=\"og:locale\" content=\"id_ID\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Apa itu Inbound call? - Istilah Komputer\" \/>\n<meta property=\"og:description\" content=\"Panggilan masuk biasanya dimulai oleh pelanggan ke call center atau contact center. 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