21st century is the era wherein the existence of multi-channel communication such as Customer Support and Service Management utilizes the power of the call centres. It goes along with the Sales Force Automation which is commonly acts as Customer Relationship Management or CRM solution
. This solution is one of the main reasons why company can encourage clients and customers use certain products and even services. Aside from that, it is also important in addressing the various problems and at the same time claims of the customers.
It also includes specific group of professional managers having specialized training and skills making for them easier to manage the different circumstance and at the same time offer their various services. CRM call centres’ main concern is to improve the level of the efficiency and productivity of the company or organization.
Because call centres are one of the sophisticated operations which are involved for the evolution of the industry, CRM call centres, therefore is playing a critical role here. When this sector is properly and appropriately leveraged, it can now offer a very competitive benefit for the organization which are looking forward in making big difference among its competitors.
The following are the benefits of the CRM call centres:
• It gives opportunity to the callers to be intelligently and directly be routed to the CSR
It is in accordance to the rules of handling the customers let’s take for instance profitability, status as well as customer’s tenure. It is a must that the key information is exactly captured and be provided respectively by the CSR so that the clients will not anymore explain again what he/she has already stated.
• Apart from that, CRM call centre serve as the access of the CSR into the plenty of databases which is related to the recent and previous transaction done by the client or customer. Normally, if a caller has inquiries, questions or concerns regarding with billing, purchasing and other involving topic which are involve, then the routing process of the caller will be much easier. On the other hand, the agent can quickly and easily look at the different records without the need of transferring the call to other departments of the organization. When one has the complete view and access of the situation of the caller as well as his/her past activities, it will greatly cut and minimize the time of handling and further improve the resolution down to the time.
• In addition to this, it also increases the profit or revenue of the organization. When an issue has already been given its appropriate solution, then it is now the time for the CSR to understand deeper the needs of the customers and the potential cross sell or up-sell opportunities. If they do have the complete view of the history of the customer , then the bigger if chance that they can get the key information they need which can be useful in suggesting the related products or services without turning into the hard selling way.
But then, despite of the benefits that it can give to you, everyone must understand that it was specifically designed to address the customer’s concern without passing on the plenty of managers of the different departments. In other words, this will make the operation much faster and will definitely reduce the time you needed to spend in just one call.