You can’t just equip an office space with telephones, hire some agents, and call it a call center. Call center operations are a key aspect of many businesses. Especially when your call center is acting as the medium through which your customers communicate with you. A seamless call center operation means increased productivity and better customer experience. Call center software can help you with that while allowing you to track, manage, and execute calls more effectively.
Why Businesses Need Call Center Software
Managing a small call center operation is simple enough when there are between 10 to 50 calls a day. But as your business grows, you can expect your call volume to increase proportionately. The more calls you have, the more difficult it becomes to manage them with a conventional approach. Take a service outage for example. When I called to complain after a storm knocked my internet out, Spectrum Customer Care was swamped with similar complaint. And this was a company with the right software in place. Imagine if a similar emergency situation were to occur with your smaller business.
This is where call center software, also known as Customer Relationship Management (CRM) software, can help your business. Here are just a few reasons why you should consider adopting a CRM to better manage your call center operations:
- Better Reporting
- Streamlined Workflows
- Improved Access to Data
- Improved Operational Efficiency
- Better Customer Service
Let’s take a closer look at these factors below.
The first advantage of using a good CRM is the increased transparency and accuracy in reporting. This is crucial for managers, especially when they have to make major decisions and set targets. Accurate reports allow business managers to plan and forecast with more certainty. It can track segmented information like call times, revenue per call, upselling performance, and even call volume trends. Real-time contact center reporting gives managers insight on the customer experience.
A good CRM allows for better communication between different departments within a business. Many business workflows run parallel to each other, which makes eliminating redundancies very important. CRM software allows, for example, the sales team to communicate with the call center team, mentioning the details of a specific case to the call center team. The call center team can then assess what needs to be done and can avoid replicating already executed tasks.
Improved Access to Data
The data your call center operations generate is crucial if you want to improve the experience you offer your customers. Customer data is a very valuable resource in the digital world, and CRM software allows you to capture, track, and manage customer data in a number of ways. Advanced CRM software can even segment your customer database, allowing you to segregate high-value customers, repeat customers, and new customers.
Improved Operational Efficiency
Customer data is not the only data your CRM can offer you. It also offers crucial data related to your call center operations that can help you identify areas for improvement. This allows you to make data-driven decisions to improve the overall efficiency and productivity of your call center operations.
At the same time, simply implementing a CRM also increases productivity. Good CRM systems can handle larger call volumes, route calls more effectively, and manage both outbound and inbound calls efficiently. This directly improves the productivity of your agents, allowing them to manage more calls and execute them better.
A big part of increased efficiency is a decrease in costs. That’s because thanks to the call center software you implemented, it takes less time and resources to manage a higher call volume. Predictive dialing is a feature with most call center software systems that automates call activity. That gives you the following advantages:
- Better lead management
- Ideal call time tracking
- Actionable real-time call metrics
Better Customer Service
The final and most important benefit of an integrated CRM system is being able to offer an enhanced customer experience. Customers calling your business expect informed answers to their queries and speedy resolutions to their problems. When there is an intense call volume, as in the case of a service outage, it can get very difficult to manage effectively. Unless, of course, you have a CRM that manages and routes calls efficiently.
I have had my fair share of poor customer experience. Nobody likes that, especially not customers who expect prompt solutions. Imagine if you want to pay your Charter bill and the agents keep transferring you from one department to another. It makes for some very frustrating wait times, listening to the same recorded jingle endlessly while getting massively irritated every second. Implementing call center software is essential if you want to offer a seamless customer experience. Don’t underestimate its usefulness.