Top 4 Benefits of Using CRM Software in Call Centers

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It is necessary to understand customers and for that call centers need better tools than just listening to customers during a live call. Customer Relationship Management (CRM) software is one of the must have tools in all call centers.

As we all know, the call center solution is used in all call centers still, the CRM system is not used that widely. This is wrong. There are many amazing benefits that are missed by these call centers which do not use the CRM system along with the call center software. In fact, the CRM system should be integrated in the call center solution with the call center CRM integration so it can be used seamlessly.

Let me share the top 4 benefits of using a CRM solution integrated into the call center solution in a call center. Please note I am going to share major pros of using a CRM solution in the call centers:

1. Increase the possibilities of FCR (First Contact Resolution)

The CRM software lets its users store complete detail of the customer, including, his or her contact details, order history, concerns, payment, etc. Thus, the agents will have access to all the details of the customers. With call center CRM integration, a call center can decide which fields should be shown to agents and which not. This way, agents will have access to all necessary and useful information of the customer to personalize his answers. This increases the ratio of FCR.

2. Excellent reliability of data

The CRM solution will always have all the data of the customer. Thus, if the customer had two issues, one with the quality team and one with the technical team, both will be mentioned in the customer relationship management solution. Furthermore, if the technical team has already resolved an issue, the QA team will have this information. This will make data reliable as all employees and agents will have their access and all will get to see the most accurate copy of records all the time. If you have a call center CRM integrated system, then all information will be available within the call center solution. The agent will not need to switch back and forth between two different systems.

3. Enhance performance

The CRM solution helps in boosting and enhancing performance in the call centers if it is used strategically. It will always have accurate information shared among all agents and employees. This will allow employees to act faster and at the same time, it will allow agents to respond promptly with clear answers. The call durations can be reduced and the first call resolution ratio can be increased. This will further boost the morale of the team and performance can be enhanced even more.

4. Reduced expenses

The increased efficiency and enhanced performance will help call centers in saving time and resources. Also, the increased chances of FCR save further resources and reduce clients’ frustration. Thus, further expenses on lead nurturing could be reduced.

We offer call center solution, CRM software, and call center CRM integration. Contact us for more details.

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5 Useful Tips to Improve Customer Experience

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Customer is the most important entity for any business. Thus, it is important to assure that your customer receives the best experience. Positive customer experience is important for almost every business, regardless of industry vertical. However, for call centers, customer care centers, and similar businesses, the customer experience is even more important. Even after assuring everything to a possible extent, it is possible the customers are not happy with the service.

We, Elision, have been offering a wide range of customer service related solutions. We have been working closely with many companies to improve their customer care service and based on our experience, we would like to share the top 5 tips to improve your customer experience:

1. Assure you have a team of skilled agents

Your agents aka customer service executives must be trained and skilled to talk with the customers. They are responsible for the ultimate customer experience. Thus, you have to assure that the agents you hire are skilled. Also, you need to arrange training on a regular basis to keep their skills up-to-date so they can provide the best customer experience in any kind of situation.

2. Allow your customers to self serve themselves

One of the biggest reasons for frustration is: for 5 minutes of the solution; the customers need to stay in the call queue for 15-30 minutes. The best way is to let them self-serve themselves. You may add IVR Solution in your telecommunication so the customers can get their answers on their own. You can also put a callback option so they can leave a callback request. This kind of solution can let customers get answers on their own as and when possible promptly.

3. Advanced Tools

You must have advanced tools for your customer care staff such as an advanced call center solution, CRM system, etc. Also, you should add more than one mode of communications such as a voice call helpline, email, live chat solution, etc. So the customers can reach you with their convenient mode of communication. You can also use a missed call solution that will allow your customers to just give a missed call to have a callback. This solution works really well for support centers when customers are frustrated with their issues. The missed call solution works to pacify them by not spending on raising a complaint.

4. Provide Personalized Experience

You must provide a personalized experience to your customers and callers. This will make them feel valued and help you in improving the overall positive customer experience as well as customer loyalty. You can train your customer care executives to provide personalized service. Also, you can use the sticky agent in your call center software so the customer call will be routed to the same agent all the time. This will make customers feel more comfortable. You should also integrate call center and CRM so the agents can have customer details in front of him during the call, so he can use that information about the customer to provide better customer experience.

5. Streamlined operations

Your team and tools must be streamlined and up-to-date. All records in different software such as call center software, CRM system, etc. must be identical for the same customer. You can train your staff to be accurate about it. Also, you can take advantage of technology such us integrate different solutions, i.e., Call Center CRM Integration. This will assure the update of a record in one solution is also reflected in another solution in real-time.

Wrap Up

In a nutshell, we can say to provide the best possible customer experience, you need to have a skilled staff and you should have ongoing training and mentoring program for them. Also, you must have advanced tools and solutions to support your team to offer the best customer experience.

Contact us to know more about how we and technology can help you improve your customer experience.

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How to Transform a Traditional Call Center into a Customer Engagement Center?

Achieving a stage of more than 80% happy customers leads your business to the stage, which makes you unbeatable. To achieve this, adding efforts to the traditional customer center will not be enough. You need to focus on building a customer engagement center that wins the hearts of customers. Trust the fact that if you succeed in increasing customer engagement, it will be impossible to take away your clients.

To help you in your journey, we have come up with top tips. These tips will help you transform your call center into a customer engagement center.

Give emphasis to digital reputation management

No matter how hard you try, some customers will be unhappy or may face some challenges. This is why call centers handle customer concerns. However, unlike in traditional times, now customers can leave negative comments on social media. This can do much more damage than a customer waiting in a call queue.

You must focus on negative comments that are publicly available instantly. You can invest in an omnichannel contact center solution that notifies your agents as soon as there are some negative comments left on Twitter or Facebook.

Responding to negative comments instantly will pacify the customer and will also position your brand as a positive brand that listens and handles customer concerns immediately. This helps you engage customers more positively and convert them into brand advocates.

Deliver context-based support

Many call centers still follow the traditional approach of delivering customer support even if excellent call center solutions are available in the market. It is necessary to know customer history and map all interactions of customers to deliver more personalized and quicker responses to customers. The call center technology can aid a call center here with its amazing features:

  • Customer profiling is an advanced add-on that maps all interactions of customers and shows those to agents during a live call as well as after or before a call to provide insight into customer interaction. It gives way more insight than just having a disposition message to agents.
  • Call center CRM integration integrates a CRM into a call center solution and shows a CRM popup within a call center dialer. This gives details about a customer on the line. This data helps agents to deliver more insightful responses.

Remember that delivering responses to questions is not enough. You need to deliver an engaging experience. This is possible with advanced tools. The perks of engaging clients are always high.

Take advantage of automation

It is necessary to be quick in attending to client queries and that can be possible only if you automate tedious jobs. Call center software providers to come up with an array of advanced tools. For example, the AI voice analysis tool for call centers helps in automating the quality monitoring of calls. Automate operations to engage customers without affecting productivity.

These are the top tips that you can apply to transform your call center into a customer engagement center.

If you are missing out on any of the call center solutions, tools, or integrations, we can help. Contact us for more details and to book a free demo.

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Turnkey Call Center Solution for Insurance Agencies

Turnkey Call Center Solution for Insurance Agencies

We have been offering unified communication solutions to global customers belong to diversified industry verticals. Our call center solution, DialShree is one of the best and most popular products of our company. It has been in use by many companies for many years, including, different insurance agencies. Various insurance agencies in India and other countries such as Australia, the USA, Canada, etc. use DialShree: call center solution.

Read the case study on one of the leading Australian insurance agencies using our call center solution and CRM system with customization. (more…)

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Call Center CRM Features and Their Benefits

Call Center CRM Features and Their Benefits

Many call centers using a call center solution often ignore the importance of using a CRM solution along with this software. A CRM system can give a broader view of customers and prospects to the call center agents, so they can manage the calls better. Not only this, an integrated solution made available with the call center CRM integration has many amazing features to offer. Each of these features is capable to provide several advantages to the call centers using this software.

Let’s explore some of the major features made available with call center CRM integration and their major benefits. (more…)

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Benefits of Custom Call Center Integration

Custom Call Center Integration Benefits

A call center solution comes with a wide array of features. This solution with its basic and advanced features is good enough to handle multiple operations and tasks. It can help in increasing customer satisfaction and loyalty. It can also be used to assure better resource utilization and maximum productivity. However, often call centers using a call center solution using more than one solution. Moreover, there are some more custom call center integrations a call center may need for one or more reasons. Some of the common call center integrations required by the call centers are listed below: (more…)

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Top Reasons You Must Integrate Your CRM into Call Center Solution

Top Reasons You Must Integrate Your CRM into Call Center Solution

The call center industry one of the industries, which proactively stays connected with customers. The call centers majorly focus on delivering excellent customer services or amplifying sales or collection. In any way, the call center needs to have skilled agents, so they can communicate correctly with the agents. Also, the call centers need to have the right tools, so the tasks of connecting with the customers and having an effective conversation can be simplified.

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What to Include in Training Call Center Agents?

Tips for Call Center Agents Training

In any call center, agents are the only people who communicate with customers. They are the face of the company and brand representative. Thus, they have to be well versed and well trained. All call centers have their own training programs. With time, call centers must update their training programs. In this blog, we will share what a call center must include in agents’ training.

Company information

The first thing agents need to learn in a call center is about the company. (more…)

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How Call Center Solution Technology Transforms Collection Industry?

Call Center Solution Technology Transforms Collection Industry (1)

The collection of payment is often a troublesome and tedious process, but very much important. Therefore, many companies and organizations outsource this work to collection agencies. This business has become so big that a whole new industry has emerged, called, collection industry.

The collection agencies used to follow the process of physical visits at the debtors’ house or office and calling with traditional phone calls. (more…)

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Call Center CRM Integration Benefits Smart Cities

Call Center CRM Integration Benefits to Smart Cities

Various cities in India and all across the globe are transforming the infrastructure to become one of the smart cities in the world. For this, the smart cities are adopting the futuristic tools. The call center solution is one of the tools adopted by a majority of smart cities for grievance resolution.

Anyone can contact for help or any issue they are facing on the given helpline, which is handled by a call center solution. The call center software not only makes call handling better, but it also helps in keeping logs and reports, which can be used to improve processes and call handling. (more…)

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