Implementing a CRM solution for your call center makes sense seeing as call center agents are no longer solely a point of contact—they are extensions of the marketing, sales and support departments, they are order takers, cross sellers, branding representatives and problem solvers. When choosing which solution and CRM vendor to go with you need to do two things:
Choosing the features that will bring you to your desired end result will help you to narrow down the vendors significantly. Typical features for call center CRMs include:
Once you have your list of criteria,you should cross-checking them with CRM vendor features to narrow down your list to a select few vendors. There are several websites that offer matrices to make this task simpler, CompareBusinessProducts.com is one example.
From there you can dig deeper into each of the few vendors in order to drill down to the best one for you and your company.
When choosing one of the many CRM vendors, you must first grill them like a steak. Come up with a list of questions to pose to your shortlist of vendors in order to find the best candidate of the bunch. These questions should be pertinent to your needs, the features you require and the service you will want. Here are a few sample questions to point you in the right direction:
Getting the answers you need during this shortlist vendor comparisons will help you narrow your scope from a few to the lucky one.
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