Features of A Good Call Centre CRM

Features of A Good Call Centre CRM

Poor customer service is one of the worst experiences that can make your customer lose faith in your company and turn to your competitors to receive services. This is exactly why every business needs to have a call center CRM. It will help your team with prompt responses, the importance of human interaction, and overall, will enhance your customer service.

But, what is a call center CRM? How does it work? And what are some other benefits of it? Do you really need to have one for your business? Well, in this article you are going to find the answer to all these questions. Do not miss it!


What is the call center CRM?

Even though many of the functions of a call center software and a call center CRM are the same, some differences can help your team manage their customer service much more efficiently.

Call center software is a system that allows you to make and receive calls, as well as tracking the caller and generating automated responses when necessary. However, a call center CRM gives a full view of the caller to the customer service team, and before they pick up the phone and start talking to the potential customer, they know what kinds of things they are interested in. They know about their personalities, which will help the sales team deliver more personalized services and close more deals. All these benefits are in addition to what a call center software is capable of.

Now that you have a better idea of what a call center CRM is, let’s look at some features that your call center CRM should have to give your company the best and most possible benefits.

  1. Integration

When purchasing a call center CRM, make sure that it has the ability to be integrated with your other business tools.

Normally, businesses use more than one platform to take care of their daily tasks. For example, some companies use their Facebook page to keep in touch with their customers or leads. Some others use email to reach out to their previous clients to promote new products or services, sales, or special offers. If the company has an app, they often enable a chat option to receive feedback or complaints from their customers, like most food delivery or taxi businesses.

You do not want your call center CRM to interfere with any other platforms you are using for the company. That would create chaos and confuse your team members. What you want is a call center CRM that can be integrated with the other platforms you are using for your business and work with them unitedly as one system. This way, your sales and customer service team's job would be much easier in updating each other.

  1. Access

Given that your leads or customers might be from anywhere across the country or even the globe, your team members might occasionally need to meet them outside the office to negotiate with them and close the deals. So, considering that, your marketing, sales, or customer service team members might need to work away from their desks at the office, which means they need access to the company’s database and clients’ information remotely.

Ensure the call center CRM you are installing for your business works well both on a desktop computer and on a mobile phone. This way, even if your team has to access the information from anywhere other than the workplace, they can easily do so and eliminate the risk of losing a lead because of lack of access to the necessary data.

  1. Transparency

As a manager or a supervisor, if you want to evaluate your sales team's performance, you need to have clear information from your call center CRM. A good call center CRM is the one that shows you exactly how many calls a sales agent has made during a working day, how long each call has been, and how many or what percentage of the calls have resulted in positive sales action.

This way, you can diagnose the weaknesses and the strengths in your team’s performance. Moreover, you can praise the good performers as examples and weed out the poor performers.

  1. Details

Taking a customer call or making a call to sell them a product or service is like shooting an arrow in the dark. You are just testing your luck. It might hit the target, but what are the chances of that?

Your call center CRM must be able to show you what exactly your leads are looking for, what their purchase history has been, and what type of product or services might suit them. With this information, your team can enhance sales performance by offering a more customized experience to the callers.

  1. Distribution

An average call center CRM does when a client contacts the company because it automatically assigns the call to one of the agents. This is the question: Is assigning the agents randomly to calls the best way of handling things?

The answer is pretty obvious: It is not. What if a caller needs to talk to an agent specializing in the area that the client needs help with? What if that agent is busy on another call? Not to mention if the client would like help in their own mother tongue. That might even narrow down the options even further to very few operators.

A good call center CRM is the one that distributes calls among agents based on the inquiry of the client, which are of expertise of the agents and their availability.

  1. Prioritization

A sales or marketing agent might receive up to a hundred calls a day, but following first and call back is a real dilemma. The call center CRM you have for your business must help your agents prioritize their work and the leads they want to follow based on the company's needs and the customers’ needs.

Most call center CRM can also be set to remind agents for follow-up calls or emails, which can again be prioritized.