Top 5 Benefits of Call Center Software and CRM Integration


Call center software without CRM is only half of the story. Your operations and outcomes will always be less than ideal. CRM integration brings in its wake a host of benefits to call center operations. Here are the top five benefits of call center software and CRM integration.



More leads down the sales funnel
Call centers handle inbound calls and outbound calls. Majority of inbound calls may be from prospective customers at the primary stage of inquiry. When the call center has CRM integration such calls are captured and go into the database for further handling by sales people. Leads can go down the sales funnel and result in revenue increases for call center clients. 



Delighting existing customers 
It is tedious for existing customers to call and then be asked to furnish all details about their transaction. With CRM integration it becomes easy for agents to view the history of customers on their screen and personalize interaction. You score points with customers and you can also take this opportunity to upsell and cross sell. The same CRM can be used to generate automatic IVR calls and IVR surveys as well as send out personalized anniversary and birthday greetings too.



CRM reduces costs of operation
Agents spend less time in acquiring data and can do much more when CRM integration is present in call center software. CRM also facilitates predictive dialing and then capture all such call related activity for lead management or analytics. Each time an existing customer calls the agent does not have to waste time digging through records. Marketing and sales have access to CRM data based on which they can plan strategic campaigns, feed it into the system and let automation take care of the rest resulting in more cost savings.



Accountability and efficiency
Data is there, right at your fingertips. Since the CRM maintains records of outgoing and incoming calls it is easy to pinpoint accountability. Data is shared between teams. This promotes efficiency. Without a CRM in place an agent may gather data that he may delay in sharing or forget to share and thereby incur blame as well as be the cause for lost sales. With the CRM storing data it becomes responsibility of sales and marketing to make the best use of it. And, since it is there, they can make immediate use of it without waiting for someone to feed them data and this improves efficiency. 



Analytics, future planning
When combined together, CRM and call center software can permit in-depth analytics of inbound and outbound calls as well as the data and how it is put to use. Useful intelligence can be derived that can help administrators architect improvements for the future on an ongoing basis. 



The smart thing to do is to opt for CRM included call center software. In case you have one without CRM integration then get experts to integrate CRM to experience all of the above benefits and more. 

Source: https://hodusoftsite.wordpress.com/2019/08/02/top-5-benefits-of-call-center-software-and-crm-integration-2/

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