Hire Inbound Call Agents for the Hours Your Phone Actually Rings
Inbound Call Agents
An inbound call that is not answered is a customer who has already decided to try someone else. Most businesses do not lose those calls in the middle of the day. They lose them at lunch, in the first hour after opening, at the end of the day and on the days a campaign lands, which are exactly the hours a schedule built on averages leaves thin.
Global Empire Corporation places inbound call agents against your real call curve, not a nine-to-five template. You own the call types, the answers and the outcomes you want. We own recruiting, training, scheduling to the interval, quality review and the reporting that shows whether calls are really being answered.
- Seats scheduled to your call curve by interval, not a flat shift
- Abandonment reported by hour, so the lost calls are visible
- Agents trained on your call types and answers before going live
- Recordings and scorecards you can review yourself
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
Answer Rate Is Decided by the Schedule
Inbound staffing is a timing problem before it is a people problem. Enough agents across the day can still mean a queue at the hour that matters, because calls do not arrive evenly. What decides the answer rate is whether seats are placed in the intervals where calls cluster.
So the first thing we ask for is your call history by hour and by day. Agents are scheduled against it, abandonment is reported by interval rather than as a daily average, and the schedule is adjusted when the pattern moves, which it does every time you change your marketing.
Call types
The inbound calls these agents are hired to answer
Customer service and account questions
Orders, bookings, billing and account changes, resolved on the call wherever your policies give the agent the authority to do it.
Sales and enquiry lines
Calls from ads, listings and your website, where the caller is ready to buy and speed and product knowledge decide the outcome.
Overflow and peak cover
Calls your own team cannot reach at busy times, answered in your name instead of rolling to voicemail.
After-hours and weekend calls
Evening, overnight and weekend lines, with urgent calls escalated to you by rules you set and routine ones handled or logged.
How Hiring Inbound Agents Works
Start with when the calls arrive. Everything else follows from the curve.
Read your call curve
Call volumes by hour and day, the call types behind them and the peaks your marketing creates. This sets how many seats are needed in each interval.
Write the call guide
Answers to the common questions, what the agent may resolve, what is escalated and to whom. A thin call guide is the main cause of transfers and callbacks.
Train and go live on a slice of volume
Agents are trained on your call types, then take a defined share of calls first so gaps in the guide surface before full volume arrives.
Report by interval and adjust
Answer rate, abandonment and handling are reported by hour. When the curve moves, the schedule moves with it.
The Hours Covered Matter More Than the Headcount
A common way to buy inbound agents is by headcount: a number of people on a shift. It looks tidy and routinely misses the calls that matter, because a shift is a block of time and calls arrive in waves. Two agents from nine to five can leave the first hour short and the mid-afternoon overstaffed.
The better question is which hours need covering and how many calls arrive in each. Once the curve is on the table the staffing follows from it, and the report that matters is abandonment by interval. A daily average hides the exact hours you are losing callers.
- Buy coverage by interval, not by a headcount on a shift
- Watch abandonment by hour; daily averages hide the lost calls
- Re-plan the schedule whenever a campaign changes the curve
- Decide in advance what happens to calls outside covered hours
Related services
Build a complete support program
Frequently asked questions
What is the difference between inbound call agents and an answering service?
Scope and depth. An answering service takes messages and triages calls, usually for a smaller business. Inbound call agents are trained on your products and policies and resolve calls on the line. Many businesses start with one and move to the other as call types become more complex.
Can agents answer in our company name?
Yes. Agents answer as your business, follow your greeting and call guide, and work in your systems where access is provided. A caller should not be able to tell the call was answered outside your office.
How do you keep abandonment down?
By scheduling to the intervals where calls cluster and reporting abandonment by hour. Most abandonment happens in a few predictable intervals, and those are the ones a flat schedule leaves short.
What does it cost to hire inbound call agents?
It is driven by the hours covered, call volume and length, the complexity of the call types, and whether agents are dedicated to you or shared. We will not quote a rate before seeing your call curve, because the curve is what decides the staffing.
Can the same agents cover evenings and weekends?
Coverage can extend to evenings, weekends and overnight, scheduled against the calls you actually receive in those hours. Escalation rules for urgent calls are agreed before those hours go live.
TESTIMONIALS
Our trusted clients
Wait times no longer exist with the service Global Empire provides. We have cut labor costs dramatically, eliminated overhead from dispatch staffing, and our clients are getting picked up quicker. Spending less while improving service has become the backbone of our business.
We are not only meeting but exceeding our service level objectives. Global Empire resolves many calls without needing a live agent, and the calls that require support are answered quickly and handled faster than before. Their reporting gives us visibility anytime we need it.
We set very challenging service level objectives and insist on those standards being met. At first we were unsure if Global Empire could consistently deliver at that level, but they proved they could. Based on performance and reliability, we know we made the right decision.