The Importance of CRM in Contact Centers

The Importance of CRM in Contact Centers


Diren Nâzım Selimoğlu

Diren Nâzım Selimoğlu

02.02.2021

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The new and improved Contact Center industry nowadays is miles ahead of the old one. Gone are the days wherein listening and resolving customer problems is sufficient. Companies have to think outside the box — how can they truly provide good customer service? 

To match or even surpass their competitors, companies go above and beyond to prove their worth to customers or potential customers. Information about their customers is extremely important: from what they buy, their full transaction history, comments and suggestions, and other noteworthy details. 

How can they even accomplish that properly? Of course, they need to have the proper tools to attain information and deliver exceptional customer service. And, CRM software solutions are the keys to success of Contact Centers!

What is CRM?

Customer Relationship Management, abbreviated as CRM, refers to everything – from tools, techniques, strategies, technologies – used by companies for managing interactions with current, past, and potential customers. Contact Centers nowadays more than ever need an effective CRM system to provide good customer services. It streamlines the processes involved to operate smoothly and let companies focus more on other aspects such as optimizing their sales and improving their goods or services.  

CRM is different from Contact Center Software. Their main difference is that CRM is used as information storage (a database, to be more precise) that helps improve customer experience and boost sales. Furthermore, it can help increase loyal customers and with automating marketing strategies. Everything, from social media management to forwarding emails becomes easier. 

As for Contact Center Software, it is a channel that connects company and customers. The software routes calls or the likes to proper departments, automates dialing, streamlines communication, and sets up multiple live chats to appease customers.  

Some benefits of CRM

Below, we will discuss the importance of CRM in Contact Centers by providing key benefits enjoyed by companies.   

Easily gather and access data. CRM solution ensures that a company’s agents can get the resources a.k.a their customers’ data with the least minimal effort. Agents can access any type of information like a customer’s contact info and history of purchase and service transactions. As customer data is properly organized in a central manner, this makes it all the more easier for agents to communicate with their customers in a more personalized approach, not to mention being timely and straight to the point.

Plan the strategies carefully. Another benefit of the CRM solution is it gives contact centers useful tools to enhance their overall performance to provide an exceptional customer experience. Knowing the volume of calls, up-sell rates, revenue per call, and many others is relatively vital to come up with a sound strategy all in order to keep old and new customers, as well as increase sales.

Communication becomes easier. As customer data becomes centralized due to a CRM solution, communication from one department to another becomes much easier. Updates become a lot more easier to attain. One agent from the sales team, for example, can update another member without much hassle because of an effective CRM Software Solution. As a result of a clearer communication, agents know their respective roles and responsibility through the front and back. Carrying them out becomes synonymous to breathing – it is that easy!

Know those who perform well or poorly. This especially highlights the importance of CRM in Contact Centers more so than for the benefit of customers. Companies cannot afford to have agents who does not perform their role effectively due to either laziness or lack of motivation. With CRM, the managers can keep vital records that show the employees’ respective performance. They can determine whether the employee in question is performing relatively well or not.

Reduce companies’ costs. As a company’s efficiency increases with CRM, costs are reduced quite significantly. Less time and resources are needed for customer interactions.  Self-service IVR, an example feature in CRM, reduces the costs of contact centers.

Integrate easily with third-party software. As the benefit suggests, CRM integrations with third-party software is considered “silky smooth” – meaning without difficulty. Better integration means a more efficient operation. 

Tegsoft CRM 

We know the importance of CRM in Contact Centers. That is why we have developed the best communication to make you happy. Tegsoft is a well-designed platform that can help companies provide the best customer experience.

Improve your company’s service quality, reduce costs, find the root cause of problems, and carefully monitor your agents’ performance with Tegsoft CRM! Also, for more efficiency, Tegsoft  CRM can be integrated with the best third-part software there is.

References:

https://www.rolustech.com/blog/5-reasons-call-center-industry-needs-crm
https://www.vocalcom.com/blog/6-key-benefits-of-crm-in-the-contact-center/

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