Must Have Features of a Call Center CRM

call centre solution

Call centers are gaining lot of traction these days due to the increasing demand for effective customer relationship management. With the rise of competition in the market, organizations these days are becoming more customer-centric. Each and every single aspect of a customer support center is crucially important as it determines the probability of a customer opting for your services or defecting to a competitor.

There are lot of factors that determines the feasibility of a call center, but has anyone noticed the key aspect that help in determining vendors and products required? Price and features are obviously the top most criteria for any organization. But for contact centers, the decision-making process should go well beyond the expectancy. Call centre solution therefore is focusing more on their technological advancement, i.e, more attention is being paid to smart softwares like predictive dialer and other auto dialer systems, CRM software, IVR and call monitoring tools. Out of all the technologies CRM is one of the most important part of a call centre solution as it is the foundation of building strong relationship bonds with customers. CRM software has been considered as a world class tool for managing customer data and customer interaction.

Below we are going to discuss about some of the essential features of Call center CRM for better managing the customer support process:

Telescript: Telescript is a script that can be used by call centre solution agents for handling common questions being asked by customer. It helps agents in easily managing different kinds of campaigns. For example: When newly appointed agent receives a customer call, he can refer to the telescript to learn exactly what questions to ask, so as to provide quick resolution. In another case, if an organization plans to enter a new region for marketing its product, agents can refer to the previous regions telescript provided by their managers to create a successful campaign.Incident Management: It provides agents with the capability of prioritizing incidents based on their severity level. The most severe case can be forwarded to a supervisor or a senior manager who intends to be an expert on the subject matter. Research shows that “71% of consumers have ended their relationship with a brand due to bad 71% of consumers have ended a relationship due to a bad customer service experience.” Reps can create incident entity for tracking customer request, queries, or issues. They can manually apply a service level agreement (SLA) to an incident by updating status of  the incident record as “Active, Resolved, or Canceled.”

Incident Management: It provides agents with the capability of prioritizing incidents based on their severity level. The most severe case can be forwarded to a supervisor or a senior manager who intends to be an expert on the subject matter. Research shows that “71% of consumers have ended a relationship due to a bad customer service experience.” Reps can create incident entity for tracking customer request, queries, or issues. They can manually apply a service level agreement (SLA) to an incident by updating status of  the incident record as “Active, Resolved, or Canceled.”

Automatic Escalations: There might be a situation when the agent is either not able to respond or resolve an issue efficiently. In such cases, the incident gets automatically escalated to a higher authority. This feature Case allows the agents to configure rule or policy by which the case can be escalated to other members who are expert in the subject matter.Integrated Agent Desktop: With Integrated Desktop, agents have the ability to have a 360 degree view of customer interactions. Different channels are integrated through a single interface, so that the agents can have immediate access in the CRM to crucial information about a case to server customers quickly and efficiently.

Integrated Agent Desktop: With Integrated Desktop, agents have the ability to have a 360-degree view of customer interactions. Different channels are integrated through a single interface, so that the agents can have immediate access in the CRM to crucial information about a case to server customers quickly and efficiently.

Contact Center Analytics: CRM software provides agents with the ease of recording each and every aspect of customer contact information. Later on, this useful information can be widely used for analyzing trends and patterns being followed by customers. The reports generated by CRM on Average Time to resolve an incident, First Contact Resolution percentage, Average Response time, and Average Cost per incident can also be used for implementing fresh strategies.Multi-channel integration: In order to provide harmonious customer experience, companies these days are operating in multi-channel environment. This has set high standards for companies to maintain consistent, high-quality customer experience regardless of how and where a customer chooses to interact. Thus, contact centers should ensure that their CRM has the capability of integrating with other channels for delivering consistent and hassle-free experience to the customers.

Knowledge Base: The Knowledge Base is a centralized repository of information. With the help of repository agents can search for solutions, documents and cases in database which can be used as a reference for solving customer issues.  

Multi-channel integration: In order to provide harmonious customer experience, companies these days are operating in multi-channel environment. This has set high standards for companies to maintain consistent, high-quality customer experience regardless of how and where a customer chooses to interact. Thus, contact centers should ensure that their CRM has the capability of integrating with other channels for delivering consistent and hassle-free experience to the customers.

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