What is Call Center CRM?
Customer relationship management (CRM) in a call center is a piece of software that call center agents to use to improve the customer experience and make their jobs easier. CRM systems in call centers keep records about customers, like account information and a history of how they've been contacted. Because they keep track of history, they could be seen as a way to manage cases. Agents use the information in CRM systems to make customer interactions more personal and to learn about a customer's past interactions with the company.
When call center CRM apps are integrated with call center technology, they become more useful in the contact center. This means that, when an agent gets a call, a CRM screen can automatically pop up for them. This makes things run more smoothly and lets the agent spend less time entering data and more time helping customers with their problems. Integration could also automatically add contact records from multiple channels to the CRM system and create links to call recordings so that they can be listened to from the CRM application in the call center.
What are the features of call center software?
1. Recording on its own:
There's only one way to know for sure how well your call center team is handling calls: listen to them. So, it's important to record every call that comes into the center. The auto-record feature makes sure that you can record both calls that come in and calls that go out.
For measuring performance, auto-recording lets you figure out how well an agent has done over time and give feedback as needed. Listening to the recording can help you figure out what to do if you need to resolve a dispute that started with a phone call.
2. SMS tracking:
SMS can also get lost in transit, just like calls. You can keep track of all the text messages your agents send and receive from leads using the SMS tracking feature. It also lets you figure out which messages should be turned into scripts that run automatically. Messages like "I called, but you were busy" can be sent to leads and customers who didn't answer the phone.
3. Voice and email transcription:
With the right call center management software, you can make transcripts of calls and, more importantly, online chats. For example, if a lead contacts one of your call center agents via live chat, the agent can automatically receive a transcript of the conversation after the chat. For one thing, it can be used as a reference and to check the quality. On the other hand, it keeps your business in mind and shows the customer that you are serious. Thus, helping in customer engagement.
4. Call distribution by computer:
When a call comes into the call center, it's possible that some of your agents are busy with other leads. This feature makes sure that a call goes to the only available agent instead of being put in a queue on the table of another agent. Sometimes, the automatic call distribution feature lets you set how calls are sent based on things like where the caller is or what time the call came in, among other things.
5. Flexible and versatile:
Flexible software for managing a call center can be helpful, especially if you also run a virtual call center where teams work from different remote locations. It should be able to work without a complicated setup, an expensive office space, or expensive equipment.
The best call center management software is flexible and can be used in any industry, such as education, real estate, insurance, etc. In the same way, they can be used for different things like sales, customer service, telemarketing, etc. It should be something you can use in any situation.
6. Connecting to an IVR system:
When a customer calls your agents, they first talk to the Interactive Voice Response (IVR) system. This feature of call center management software makes sure that calls are automatically sorted into groups based on how they are set up.
In an insurance call center, for example, the IVR can sort the customer service based on the type of policy they want to talk about. In the end, customers can use IVR to help themselves without the help of a human agent, which reduces the amount of work that needs to be done. It also adds automation to the 24/7 customer service policy.
7. Combining with CRM:
Aside from the IVR system, it is very important that your call center management software can be linked to your sales or marketing CRM software. So, you can transfer or forward calls, see all of your callers, and set priorities based on how important they are. This way, you can make sure that your agents are proactive even when calling leads. Because the CRM system or lead management software often shows you everything you need to know about the leads, your call center agents can sometimes also work as sales agents.
8. Reporting in real-time and in the past:
There may be more than one way to talk to people in a company, which you may want to track and study.
With this feature, you can get a full report on the performance of your call center or contact center agents, including the number of calls made and received, the quality of calls, the amount of time they spent on call, and so on. You can also use the information to decide which leads need a follow-up call. Also, you can find out about general problems that the call center team needs to fix.
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