Why Your Call Center Should Be Using A CRM

Call centers are the hub of hustle and bustle for most companies. This is where great customer care is taken to keep customers happy, resolve issues, and hopefully maintain persistence in existing business relationships. It’s easy to get wrapped up in the daily grind of just handling high call volumes and putting out fires to realize there may be tools out there that can help make life in the support center a bit easier and less frustrating.

Customer Relationship Management Systems

CRM systems are becoming more and more prevalent in companies for marketing, sales, and now call centers. No internal department stands on its own, even if the culture may operate in silos.

Your sales and marketing departments may not realize the goldmine of data you hold in your customer support center. Your call center agents talk to customers multiple times a day about what’s not going well with your products or services. You likely have a VoIP or other system to document and record calls or keep notes for reference, but wouldn’t it be amazing if other departments in your company could also access some of those records to help decrease the complaint calls or increase sales calls for potential lead conversions? That’s how CRMs help and can revolutionize and streamline a lot of the frustrations you may currently experience.

CRM Solutions

If your call center already uses VoIP technology, perhaps you’re wondering how your existing system would integrate with a CRM. That’s definitely a good question to ask of vendors when you begin to research CRM solutions. You may also want to look specifically for CRM solutions that have VoIP already included as one system. It may be more cost-effective to purchase an all-in-one system than have two separate ones. Another question to ask would be about archiving any current records you have and implementing them into any new system you choose.

CRM systems are changing the landscape of businesses by better connecting sales, marketing, and call centers. CRMs can promote and enhance lead follow and communications between internal departments and external customers. Schedule a CRM demo today to learn more about our CRM tool that can help your business achieve goals and reduce call center frustrations. Our system includes VoIP technology and offers affordable pricing for businesses.