For almost all the company who seeks building a better customer relationships, customer relationship management or also called as CRM
for call centers was once a critical tool for them.
Because markets nowadays have grown complex, clients are now using the social media and the internet freely in comparing and evaluating products and services, and they can change their providers in an instant whenever they want to. Now, every company is in need on providing a remarkable customer experience that can cross channels, something that can predict and fully understand the client’s behavior, and can deliver information to the client right on time, in each and every transaction because they cannot win any business on great products and quality service alone. At the same time, companies are now looking for innovative and new call center solutions in transforming their call center CRM efforts.
Pegasystems CRM applications are providing companies the CRM tools that are essential in delivering remarkable customer experiences that includes:
• Providing service agents all the information needed in delivering precise and correct information at the right time through every call;
• Adaptive and predictive analytics enabling agents to automatically create the right retention offers and sales on every interaction;
• Supporting enterprise case management and effective resolutions of every customer’s request; and
• Social media can now be used to monitor tools to help them listen better and respond to their customer’s concerns and opinions.
Through CRM, they aim to transform the call center and customer relationships better through telling the reps of the call center to offer the exact information to their clients at the right time. Through Pegasystems’ CRM software, every companies can now fully understand their clients’ behavior and needs using specific abilities to remain constant in giving their customers what they want and need especially in the offers that will be driving their sales and growth on the business, Their CRM is focused on the customer rather than focusing to their data that optimizes interactions increasing the clients’ satisfaction and drive down costs. It also helps companies in achieving and having great customer loyalty and improving productivity and remarkable growth on their businesses.
CRM enables call center subscribers in understanding every client as an individual, access information and obtaining relevant customer information in a single view.
One of the challenges government agencies and companies re facing in the call center world is on how to quickly and easily give all customer information on a screen so their agents can have a complete knowledge without the need to switch in between applications. CRM was basically designed for the customer, in which managers can build highly tailored and fast agent desktop application. It also leverages various customer identifiers like the customer’s name, their client’s email address and an incoming phone number to gather all connected customer data that is stored in a various databases and systems in just one application. This gives an increased productivity for each and every call center agents, increased client’s satisfaction and great first call resolution.