When companies think of using call centre software it is likely that their main goal is to make their communications with their clients more efficient. They want to use the power of computer programs to automate repetitive actions to take some of the load off their precious call centre agents. That is all fine and really the way it should be. However there are many call centre software features that allow the company to leverage its power in its customer relations management (CRM) efforts.
The most apparent way to create a good impression upon your clients is to meet their expectations. Remember in that every call an agent fields or dials out, the client sees the company through that agent. In effect the agent becomes an extension of the company he is representing. Organizations such as the Call Center Network Group are good sources of innovative ideas for improving call centre operations. Whenever you use software which increases efficiency, your agents appear to effortlessly resolve issues or offer information about products and services in a manner that pushes the right buttons. None of that happens by chance, but as a result of certain call centre software features which impact CRM. Some of these are:
Desktop Integration: Call center software integrates the various data resources available on an agent’s desktop to give a consolidated view of the information he may require while fielding an incoming call or making an outgoing one. Some of this information includes sales, inventory, accounting, marketing, delivery, etc. Through these pieces of information agents can confidently handle issues about deliveries, billing, offers & promotions, and much more.
Feeling The Client’s Pulse: Some call centre software has capabilities to help gather data about the client’s perception of the company, its services and products. During the course of incoming calls, or in follow-up outbound calls, the agent may try to gauge the client’s level of satisfaction, opinions and even complaints. In effect, you are asking the client to better define his wants and needs.
Interactive Voice Response (IVR): This helps the company by basically giving the client the chance to tell you what he wants before he gets assigned to a live agent. By pre-qualifying client’s needs and preferences, you get the chance to assign the call to the agent with the most appropriate level of skills and capabilities.
IVR systems can also be used to get the client directly involved in retrieving the information that he needs. This works in roughly the same manner that web surfers retrieve information from the Frequently Asked Questions (FAQ) section. Many clients would actually prefer DIY options to a delay in obtaining the information that they need, or having to deal with an accent they find difficult to understand.
Multi-Platform Communications: The telephone has been joined by web chat, email, VoIP, and various social media platforms. By engaging your clients in the platforms they are most comfortable with, communications become smoother and the goodwill you gain spreads much faster.
Each time an agent makes an outgoing or fields and incoming call, you have a chance to improve the company’s image. With the right call centre software features, CRM is easy.