- February 9, 2022
- Posted by: Santanu Das
- Category: Uncategorized
What is call centre CRM ?
Receiving or making a call is not the sole job of a call centre. Among the numerous tasks that the call centres have to do is to provide the customers with the best customer service to get connected with them. It is possible for you to acquire more customers if you operate reputed software as you need the best software to integrate business tools. Basically, that is the chief purpose of CRM Call Centres. To illustrate with an example, ifyou want to know the performance of your time, reporting details, or are desirous of providing the best customer service, all these would be facilitated if you use CRM software.CRM or Customer Relationship Management plays a great role in facilitating enterprises to work smoothly and efficiently. Improved customer service, timely responses and the aspect of human interaction make implementing a call centre CRM essential. Compacct Cloud is one of the leading cloud-based CRM software companies in Kolkata which provides diverse services including CRM. This blog will list some of the key benefits of implementing Call Centre CRM.
1. Integrate with Other Business Tools
While running a business, you are required to use various tools. CRM would integrate these multiple systems to enable tools to work togetheras one system.
2. Connected desktop application
In case of many businesses, the telecallingteam works out of the office. Telecalling teams often have to work on both mobile and desktop. The devices should be connected to facilitate agents to stay up-to-date with the interaction with the customers.
3. Automated call capture
Whenever a client or some other person calls you up, this feature will allow to automatically responding to the calls. This process also ensures that any manual errors done while agents answer the class can be avoided.
4. Transparent telephonic process
If a manger is willing to review the performance of sales team, she ought to be able to attribute revenue to the call centre team in an accurate manner. The call centre CRM should be able to how many calls have been made in aday and which of these calls have been transformed into a demo or positive sales action. Consequently, you would be able to map results in a precise manner and remove those who are performing unsatisfactorily.
5. Detailed customer history
It is not a wise approach to make calls without getting to know your customers first. If you have proper information about your leads and existing customers, you will be able to deliver a customized experience to your customers.
6. IVR Integration
A lot of time is spent on answering queries of the prospective customers. In place of handling these queries manually, an easy solution is to use IVR integration to answer the routine queries.
7. Availability and quality based distribution
Automatically assigning calls to your agents would be a good step but random assignment would not yield proper results. The CRM you are using should be able to check which users are online and assign relevant leads to them.
8. Activity based call prioritization
An average call agent might have to answer several calls in the course of a single day. The CRM solution should be able to help the agents to classify them based on the work which they perform.
9. Missed call and voice mail tracking
Apart from the incoming and outgoing calls, your CRM system should be able to track your missed calls and voicemails.
10. Real time and historical reporting
Real time data such as the average calling system, average wait time, and average response time of the calls their agents are making. Obtaining these real time data allows the managers to keep a track of the activities of the team.
As mentioned above, there are several advantages of implementing call centre CRM. It will suitably enhance your team performance while you get increased customer engagement. Compact cloud is the software developed by Iconwizard Technologies Pvt. Ltd, which provides the service of CRM call centre management in Kolkata. Not just ERP and CRM, Compacct Cloud has also covered POS modules in it. As this is a cloud-based system, it is accessible from any location and from any device. Compacct Cloud provides round-the-clock assistance and uses the latest technology in the field which are some of its positive features. Launched with the mission of reducing the workload of the enterprises, Compacct Cloud is the solution you ought to check out if you are looking for ERP Software Development Company to make your business smooth and efficient.