In recent years, the functionality of an inbound contact center has been drastically improved with the use of new technology in tandem with the basic systems of fielding inquiries. Unlike in times past, a wealth of customer information is now readily displayed to the agent that they are speaking with in real-time, enabling the agent to get to the heart of the issue at hand in a much quicker and more decisive manner.
The value of a solid CRM system is undeniable when coupled with an effective and well structured inbound contact center. The combination of these two systems working in concert allows your representatives access to a full record of your customers’ past purchases, product issues, and requests, allowing for a faster, more streamlined response with consistent answers.
Having your contact center and CRM platform joined allows for data to be quickly and accurately added at each step in a customer’s interaction with your company, which in turn, allows your representatives to service these customers more rapidly and accurately.
Having a customer’s information available to an agent in the call center allows for an accurate assessment of both the problem at hand, and the appropriate routing for the inquiry. This allows for not only a more rapid turnaround (lower Average Handle Time), but more accurate results (higher First Call Resolution rate), meaning that your representatives are spending less time responding to customers and are responding with more satisfactory results.
Most of us have been on both sides of this issue. We have been customers on the other end of the line, often having been on hold for an inordinate amount of time, only to be given inaccurate information and/or having to repeat and explain ourselves to agent after agent.
The potent combination of your CRM platform and your contact center makes it possible to enhance your customers’ experience by funneling them to the correct agent and/or providing them with the best possible solution in the shortest time possible.
There are many cost effective solutions to contact center/CRM integration available today. Many systems are manufactured specifically for this type of cooperative arrangement.
If you already have one or the other of these systems in place, you should be looking for ways to allow them to work together to help your business function more smoothly.
Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more
The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more
Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more