Top 3 Ways CRM Integrated Call Center Solution Can Improve Productivity
Posted: Jan 23, 2018
These days, in order to understand your customers, you need much more than just resolving a one-time problem or listening to their feedback. If you want to stay ahead of your competitors, you will need a 360-degree view of your customers. You need to know their purchases, their complete history with brands, their service requests as well as all the other details, as these are extremely important to make your business grow. This is exactly where call center CRM integration comes in a picture. Customer Relationship Management solution integration in your call center software plays a major role in the success of your call center business, as it helps in improving productivity. Want to know how? Read on.
1. Less call time
The time that it takes to complete a call in a call center, which is known as call wrap up time, is one of the most important metrics of agent’s productivity. There are a number of factors on which the length of the call depends such as the customer and the type of the call, and the most important of them all is how much time it takes the customer service representative to search, find and provide the exact information to the customer that he/she is looking for. With CRM integrated contact center solution, the customer center representative can get all the real-time information at their fingertips because as soon as call gets connected, the customer details will be fetched and displayed within the call center. This not only speeds up the call, but also improves the rate of customer satisfaction in the process.
2. All-in-one capabilities
For any call center, good quality call center software is of utmost importance. And when sales are involved there, you need to integrate CRM in the call center solution, as this has the ability to bring a 16-18 minutes long call down to 4-5 minutes or less. These programs are compatible so, you can easily enter data, process it, track it and then get is transferred automatically to another system. Queue backup can be prevented with proper integration. And it can help the agents to meet their sales target, as their work will no longer be hampered by incompatible programs. When the data is processed swiftly as well as automatically with CRM integration, it gives the employees more time to sell.
3. Improve cross sell and up sell
If a customer management system is well-designed, it can provide an automated workflow, which, in turn, can increase revenue and customer share by cross-selling and upselling during customer interaction. This is a function of leveraging the available information as well as using it intelligently. The contact center agents can make use of all the data that has been collected by their CRM software system. The customer management system can suggest related products to the customers depending on their purchase history as well as current purchase. This can be more effective if it is combined with other special offers and discounts. For example, if a customer buys a Television, she/he can be offered a discount on a DVD player.
This way, CRM integration in call center can give help in improving the productivity of the call center.
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