How can CRM help a Contact Center?

Updated: April 15, 2011

There are many ways a CRM solution can help parts of your business including contact center functions. Here are just a few:
  • The CRM software can help in the collecting and storage of customer data. The data becomes the lifeblood of the call center and helps to boost customer service levels.
  • Those working in the call center will be able to know and understand the customer and their preferences before calling them.
  • Since you know your customer better, calls will be shorter in duration, there will be a reduction in holding time, and the number of misdirected call will be decreased.
  • Processes at the call center become more streamlined. Training time can be decreased. What the customer needs can be provided much more efficiently. Reports can be produced quickly and with precision.
  • Follow-up calls become easier, as a log is kept about previous call details. This eliminates going over ground that was already covered
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