Call Centre CRM Features to Look for Before Making Your Decision

Call Centre CRM Features to Look for Before Making Your Decision | Did you know that 47% of customers will switch to a rival if they receive bad customer service? Anyone can be persuaded by this small amount to recognize the value of employing a call Centre CRM in their company.

A call Centre must be set up for improved customer service, quick responses, and human engagement. But is Call Centre Software all you need? Also see:- Top 3 Call Centre CRM Software to Streamline Your Calling Productivity

What is Call Centre CRM?

Many people mix up contact Centre software and call Centre CRM. Given that the functions can overlap, this is not shocking. However, there is a distinction, and knowing it might help you get the most out of your call Centre staff.

A Call Centre software essentially acts as an enabler, assisting you in making and receiving calls, monitoring call volume, and producing IVR responses. And that’s the end of it.

A Call Centre CRM now enters the picture. In addition to performing all of the functions of a call Centre software, it enables them to obtain a 360-degree understanding of the lead’s or customer’s interests. Additionally, you are aware of the exact needs of your lead before you pick up the phone, enabling your staff to provide individualized service.

Implementing a CRM that includes a call centre integration would be the ideal choice for your company and its requirements rather than buying a separate call centre suite and another CRM suite. Let us see the Call Centre CRM Features in detail.

Call Centre CRM Features

The following elements of Call Centre CRM Features will be covered in detail for better managing the customer support process:

1) Telescript

Telescript is a script that call Centre solution agents can use to address frequent inquiries from customers. It enables agents to manage various campaign types with ease. For instance: A freshly hired agent can consult the telescript before fielding a customer call to determine precisely what inquiries to make in order to provide a prompt response. In a different scenario, agents can use the telescript provided by their supervisors to develop a successful campaign if a firm intends to advertise its product in a new location.

2) Incident Management

Agents are given the flexibility to prioritize occurrences according to their severity level. A supervisor or senior manager who aims to be an expert on the subject can be given the most serious cases. According to research, “71% of consumers have abandoned their engagement with a brand owing to terrible customer service experiences.” For tracking customer requests, questions, or problems, reps can create incident entities. A service level agreement (SLA) can be manually applied to an incident by changing the incident record’s state to “Active, Resolved, or Canceled.”

3) Automated Escalations Management

There may be instances where the agent is either unable to reply or effectively handle a problem. The situation is automatically escalated to a higher authority in such circumstances. With the help of the Case feature, agents can set up a rule or policy that will allow them to assign cases to team members with the necessary expertise. Integrated Agent Desktop: With Integrated Desktop, agents can see all client interactions from all angles. As a result of the integration of many channels through a single interface, agents may quickly access case-specific information in the CRM and better assist clients.

4) Integrated Agent Desktop

Agents get access to a 360-degree view of consumer interactions thanks to Integrated Desktop. As a result of the integration of many channels through a single interface, agents may quickly access case-specific information in the CRM and better assist clients.

5) Comprehensive Customer History

Calling without knowing the customer’s information is like stabbing in the dark. Because of this, your CRM has to be able to demonstrate what your lead truly desires as well as the characteristics of his prior purchases (in the case of an existing customer). By providing them with a more individualized experience using this information, you will only increase your customers’ pleasure.

6) Prioritizing Calls depending on the Activity

On a typical day, a call Centre representative may receive hundreds of calls. What will make them clever workers is how they prioritize these leads. Your CRM should assist your agents in categorizing them according to the actions they carry out. For instance, if a lead fills out a form on the pricing page and visits, he will be given precedence. Except if a lead did nothing but explore a product page without taking any further action, he would be given priority number three.

To ensure that they don’t miss any leads that come in, your agents can also set tasks, reminders, or auto-dial the leads.

7) Knowledge Base

A centralized store for information is the Knowledge Base. Agents can use the repository to search the database for papers, cases, and solutions that can be used as a resource for resolving customer issues.

8) Multichannel Integration

Companies today operate in a multi-channel environment to create a seamless consumer experience. In order to provide a consistent, high-quality customer experience regardless of the way and location in which a customer chooses to interact, this has established high expectations for businesses. Contact Centres should check that their CRM can integrate with various channels in order to provide clients with a consistent and hassle-free experience.

Ending Note

In this age of Data Information, every call centre is dealing with lots of data and they need to manage their data, updates on such data, calls and call reports and many more. Managing all these things on different platforms can definitely ask for chaos.

That’s why a Call Centre CRM is a must in this recent times for the success and streamlined operations at Call Centres. The above information on Call Centre CRM Features will help you in choosing a good software for your needs.