In recent times, the call center sector has gained great growth, which has led to an increasing number of manpower in a company. Call center employees deal with massive data and contacts daily, which is a highly time-consuming task.
This is where you need CRM software to create a centralized database. A call center CRM is a platform that call center agents use to streamline their business process and improve overall calling productivity.
In this article, you will learn about how does call center CRM works and why CRM tool is much needed in this sector, what are the benefits and features of it, along with suggestions on some of the best CRM to be implemented for your business.
Why do call centers need solid CRM?
A call center is a centralized department that handles inbound and outbound cold calls from potential and existing customers. Being a centralized department, it must deal with various information and many customers.
Managing all the information manually creates a high probability of errors and missing out on important details. Making calls and forming sales reports can be time-consuming.
These missed potential customers and data may result in a steep downfall in sales and revenue.
Customer Relationship Management (CRM) is an effective tool to administer your business interactions with your customers and study large amounts of information.
CRM is a platform to automate the process and integrate all the information in one place. Call center software has proven to be extremely time-saving and efficient. It serves as a single platform to store all the data.
Hence, CRM serves as a customer database and provides a 360-degree view of the customers to improve the customer experience.
What are the benefits of CRM for a call center?
CRM for call centers can be highly beneficial if implemented the right way. If you have a growing call center agency, then you need to take a look at these benefits of call center CRM software.
1. Always be there for customers
As a call center agency, your main role is to always be available for your customers at all times. Most of the call centers operate 24/7.
When you use a CRM, it automatically routes the calls to available sales reps so that your customer doesn’t need to wait. With automatic call distribution, you can divide the workload equally among your team and manage all incoming calls so that it’s easy to measure their performance.
A CRM will serve as that platform to enhance the efficiency of your representatives.
2. Stay connected with team members
There are always multiple data, information, and contacts in a call center firm. While communicating with customers, one may require to pass on the data to solve their query; in such a scenario, one cannot go searching for information through different channels.
A CRM is a tool that helps you collaborate with your team members and share and store files in one place so everyone can access the customer data.
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3. Evaluating employee’s efficiency
CRM can easily help you evaluate your employee’s efficiency. This can be done using CRM features like activity tracking, listening to recorded calls, analyzing sales reports, and many more to evaluate workflows.
These features enable you to understand how your team is performing, how many calls they have answered, and what has been the impact of their efforts.
CRM allows you to evaluate your employee’s performance not only quarterly or yearly but also weekly and monthly.
4. Crucial data for employee training
As a call center process, the training needs to be done thoroughly. One of the major training activities involves call recordings, chat history, recorded videos, etc.
The call recording feature in CRM helps you to save the recordings to be used during these training sessions. Based on the past interactions with your customers, you can create a standardized process that can help you train your new joiners in a seamless manner.
5. Deliver exceptional customer experiences
CRM system is an essential tool for improving your overall customer experience. In fact, call centers are all about customer satisfaction and increased revenue.
With call center CRM, you can evaluate every stage of your process, analyze where the bumps need to be fixed and scrutinize your support journey. A call center makes outbound as well as inbound calls, so it’s crucial for companies to create a benchmark that helps measure customer experience.
Conducting NPS surveys can help you identify your customer’s satisfaction levels so you can improve your processes. An automated customer journey not only saves time but also delivers an exceptional customer experience.
6. Single source of truth for data
CRM is known to be your one-stop solution for all sales and customer experience activities. Among its various features, one of the main aspects is that it lets you integrate with other platforms and bring your data into the CRM.
As you can integrate all your apps bearing all the data and information in CRM. It sums up to one single source of truth for data.
CRM automates your work and gives you more time for what matters most. This proves to be immensely cost-effective and time-saving.
Essential features of call center CRM software
You have decided to get a CRM for your call center. Now what? Let’s have a sneak peek at essential features that every CRM for call center should offer.
1. Efficiently make calls from one place
A cloud-based CRM comes with built-in calling features that help you make outbound calls without any hassle. Therefore, when you are doing cold calling outreach at your call center, you can execute it right from your CRM. You don’t need to switch to any other platform.
In fact, you can also pick different local numbers from different countries using a virtual phone system and make calls to build credibility and appear local.
2. Marketing automation
When marketing is done manually, you may experience inefficiencies due to fragmented processes. Also, it is time-consuming and affects productivity standards.
CRM allows smart marketing automation that results in team productivity and streamlining your marketing process. Automate every touchpoint of your marketing process. Create captivating campaigns to be sent across to a specially curated list of prospects.
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3. Multiple communication channels
In a call center system, you handle a bunch of customers. While working with multiple clients, you can’t rely on just one mode of communication.
CRM with a virtual phone system and integration feature lets you manage multiple communication channels from a single place apart from being cost-effective. Moreover, you can also utilize the live chat feature to manage your communications with customers.
4. Improve your calling productivity
Traditional calling systems are expensive, time-consuming, or unreachable.
CRM for call center lets you automatically dial contacts from the selected activities one by one. Power Dialer enables you to make phone calls through lead lists without switching apps. With this feature, you can set a time gap between two calls.
The power dialer works as a to-do list that will dial one call after another so that you don’t have to struggle manually. Moreover, you can also drop pre-recorded voicemails to users that are not available.
5. Better team collaboration
A Shared Team Inbox is a feature in CRM for call center that creates a transparent workplace for your entire team. It allows you to centralize all your customer data.
While dealing with multiple customers at different stages, you may have to loop another teammate. You can mention team members in a shared inbox and share important information, be it within the team or from different departments.
This helps you provide quick and improved customer service to your customers.
6. Record calls for training purposes
As discussed above, call recordings are mainly used to train new employees. Apart from this, it is even used to extract crucial information.
This is a very useful feature of the CRM tool that comes in handy with a virtual built-in calling feature. You can use these conversations to assess your team’s interactions and provide valuable feedback to improve their sales and service performance.
This feature proves to be time-saving as well as cost-effective.
7. Integrations with useful tools
While working at a call center, you need to use different tools for different purposes. This becomes difficult to track when you have large data.
Integrating your CRM with various platforms can help you actually save a lot of time. As it helps to store all the information and documents in one place.
Manage and track all your email interactions with your clients/prospects in a single place and stay updated.
8. Get actionable reports
Manually creating reports is very time-consuming and can be inaccurate if you have a fragmented process.
CRM comes with pre-built and customizable sales reports. This eliminates guesswork and lets you make smart decisions for your business process. This means identifying roadblocks and resolving them.
Sales reports give you a clear picture of your sales goals, revenue, and team performance and help you formulate strategies.
How to choose the best CRM for your call center?
After learning about the features and benefits of CRM, the next question that arises is – How do I choose the best CRM for a call center?
Call center organizations need to maintain, track and keep records of their data and information along with providing the best customer experience.
Here are some pointers that will help you select the right call center software for your business:
1. Identify your organization’s needs
You must evaluate your key requirement for implementing CRM with your system. You need to choose whether you want to speed up the process, eliminating unnecessary and time-consuming tasks or whether you need a single platform to store all your information.
Based on your requirement, you can pick the right call center software for your business.
2. Look for the right features
You need to look for the feature that is most needed by your business. I.e., these features should be the ones solving your main challenges.
It may be a shared team inbox feature to figure your team reports or a call built-in feature, so your team has a virtual call system to manage all the contacts, record, and save the data.
For better understanding, you can also ask for a free demo of the CRM so your team can get acquainted with the features.
3. Set your budget
Your business needs to be specific when choosing the vendor. By simply studying a vendor’s website, you can get a good idea of the types and sizes of companies they work with.
You can shortlist some CRMs and compare them.
6 Best call center CRM you should know
There are various CRMs available in the market. You need to be sure about picking the one that’s better with your most important features and fits with your budget. Let’s look at some of the best CRMs available.
Salesmate is one of the leading CRM for call centers. It offers simple, personal, and productive experiences for your team. As an efficient CRM software for a call center business, it offers the industry-best virtual phone system in 80+ countries. Hence, you don’t need separate calling software.
Key Salesmate features:
- Virtual phone system to engage with your leads in 80+ countries.
- Built-in text & automation functions to carry the communication in the most efficient way.
- Power Dialer that automatically dials contacts from the selected activities one by one by using automation.
- Seamless Integrations & apps to let you excel and grow your business without any limitations.
- Sales Report that improves your entire sales funnel. You can select interactive, pre-built, and customizable sales reports.
- Call Recording, call reports, and automated call forwarding are some of the features that ease your calling task.
Salesmate’s Starter pack costs $12/user/month. Then it has a Growth plan that comes with some advanced features at $24/user/month, then comes the Boost plan, which is the most popular and known to be a revenue machine at $40/user/month, and it even offers custom pricing for enterprise customers.
Pipedrive is yet another CRM software that is preferred by call centers. It offers sales software, email software, and powerful integrations so that you can stay connected with your favorite platforms. It is a tool to master sales calls with easy-access contact history and detailed insights.
Key Pipedrive features:
- Workflow automation to connect your team and streamline call management.
- Pipedrive provides a built-in phone so you can make calls right from your CRM.
- Contact Management keeps your contacts organized by dividing them into “people” and “organizations” categories.
- Sales reports help you analyze the results accurately.
Pipedrive’s advanced plans cost $19.90/month. The professional plan starts at $39.90/month, and its enterprise plans cost $59.90/month.
Freshworks makes it fast and easy for businesses to delight their customers. It makes ridiculously easy-to-use marketing and sales solutions. Freshworks is packed with powerful features that help call centers streamline their entire process.
Key Freshworks features:
- Sales automation for easy sales activity.
- Predictive contact scoring to focus on the best opportunities.
- AI-powered chatbots to stay connected with visitors in real-time.
- Slack integration to collaborate across teams in real-time.
- Tailored email campaigns.
The Growth plan starts from $12.87/user/month. The pro plan starts at $36.06/month. The enterprise plan costs $64.40/month.
Nextiva is a platform that enables you to connect with your customers as well as team members. You can make calls, conduct video meetings, and implement automation for an optimized process. Moreover, you can also integrate Nextiva with various other platforms.
Key Nextiva features:
- Integrated Business Analytics.
- Customer experience score.
- Reports that can be made in standard formats and can be automized.
- Account contacts that let you always stay in contact with your contacts.
- Track and schedule meetings.
Nextiva’s essential plan starts at $18.95/ month. The professional plan costs $22.95/ month. And the enterprise $32.95/ month.
Bitrix24 offers a wide array of resources and features that can help call centers to improve the overall productivity and improve your revenue. It offers more than 30 tools for sales, administration, and marketing – a rarity among other free CRM platforms. Bitrix24 is online collaboration, sales, and marketing suite that features 35+ business tools.
Key Bitrix24 features:
- Marketing automation to level up your marketing campaigns.
- Sales analysis to help you make better decisions.
- Create customer tasks and projects to fulfill work for your company.
- Contact center helps you manage your communication channels with CRM software.
- Detailed reports that help you get an insight into your progress.
Britrix24 basic plans start at 36$/ month. The standard plan starts at 72$/ month, and the professional plan costs 144.44$/ month.
LeadSquared is an advanced CRM that allows call centers to make calls efficiently and improve the results. It enables you to transform your sales across all channels and helps you never miss a sales opportunity so you can witness 2x sales pipeline growth.
Key features of LeadSquared:
- Marketing automation that helps understand your prospects, build lasting relationships & increase your ROI.
- Workday planning helps you plan the workday of all your customer-facing teams.
- Mobile CRM for flexible working.
- Integration helps you integrate all the other apps with CRM.
The lite plan costs $16.09/month. The pro plan costs $ 77.65/ month. The super plan costs $64.39/ month.
After learning about these CRMs, you can easily select the best one. Here’s the link that will help you compare the best CRM available in the market and pick the right one for you.
CRM plays a vital role in your business. CRM is useful in many ways and can be used as a single platform for all your business needs.
Salesmate has proven to be that one-stop solution for all your business needs. So, if you are looking for the best CRM for call center, then you need to check out Salesmate!