Call Center CRM Integration: Must Have Tool for Call Centers

A call center is a big industry and it invests in multiple tools and skilled agents to empower operations. Often call centers to look for tools that can help in reducing expenses and enrich its operations. One of the tools often employed in call centers is call center software. However, it is not enough. Call centers must invest in call center CRM integration.

According to industry experts, call center CRM integration empowers call centers in multiple ways. Let me share the top 4 advantages of this integrated solution:

1. Extensive features of CRM

Generally, call center solutions do not employ CRM software. However, as the requirement of CRM (Customer Relationship Management) solution is increased, some call center solutions offer mini CRM integrated into it. However, it is not as useful as it should be. The call center CRM integration offers features of two extensive solutions, namely, call center solution and CRM solution within a single software. Thus, you do not need to settle with a few fields and features offered by a customer relationship management solution. You can take advantage of a complete system and all features offered by it.

You can use both systems as individual systems as well as you can use them as a single solution.

2. Automation and its advantages

Call center CRM integration offers various features which help in automating various operations such as:

• Any changes in a customer record in one system reflects in another automatically
• Once a call is connected, customer record opens automatically
• Once a call with a new client is connected, a popup to add new record opens automatically
• And more

Automation reduces manual efforts and the required workforce as well. It helps in using manual resources to handle calls and other important tasks.

3. Increased accuracy

As mentioned, call center CRM integration introduces automation. For example, if someone changes a customer record in the CRM system, it will be automatically updated in the call center software. As there are no human interventions needed, it reduces manual efforts as well as possible human errors. Furthermore, it assures accuracy by providing up-to-date information all the time. Thus, if agents use this information further, they always have accurate data. Thus, they always have accuracy in operations as well.

5. Better customer services

Call centers always focus on improving customer experience. The call center CRM integration helps in increasing customer experience even further. It shows all vital information of the customer to an agent handling the call during a live call. Thus, agents can refer that information to provide more personalized responses and client-centric services. This integrated solution indeed helps in improving customer experience by delivering excellent customer services.

Summing-up

Call centers must use an integrated solution built with call center CRM integration. You do not need to buy new software, if you are already using a call center solution. All you need is call center CRM integration service. That’s it. If you are going to buy a new one, ask your provider to provide you an integrated solution. This integrated solution helps you empower your team, so you can leverage multiple benefits and increase your growth rate.

Author Bio

Author writes on call center solutions and related technologies such as call center CRM integration, virtual call center software, smart call center solution, etc.

Author works in a company that offers VoIP development services such as FreeSwitch development, Asterisk development, OpenSips development, Kamailio development, etc.