The reason for a company's existence is its customers., which is why the plans, strategies, projects and others are aimed at guaranteeing a positive experience for them.
That is why, from within the organization, the implementation of different tools is analyzed in order to strengthen the company-customer relationship, and of course, to ensure that the customer experience is positive through any service channel.
#CRM
And how to maintain that good relationship? It is a routine question that leads companies to restructure the service model from time to time, considering that the client is changing in their tastes, habits and ways of communicating, to mention a few aspects.
If we consider good treatment in the interaction of two people, we already have a starting point, and if we add that one of the interlocutors knows the solution to the other's needs, trust begins to be generated and the relationship is strengthened, in this case, company – client, which is what is expected.
This small exercise is achieved thanks to the implementation of the CRM (Customer Relationship Management) which is basically managing the relationship with customers, since the company manages to capture a volume of information that requires good management to avoid future setbacks on the part of the company.
Therefore, its implementation becomes an advantage for the company, since all the information it has about the different clients is centralized in a single database.
Reason why, CRM is a fundamental ally in customer service, whether in the Contact Center or in the Call Center. In the Contact Center, its objective is to receive queries related to the company's products or services.
For the case of Call Center Its implementation is related to telemarketing campaigns since its goal is to contact potential clients by telephone in order to offer the company's products and/or services.
CRM Sales
- There is immediate access so any agent can make use of the centralized database where they will find consolidated information, and in turn can incorporate new data, enriching the system which allows it to be updated, thus increasing its usefulness.
- According to the above, the company will have deeper information about each client, generating the implementation of a series of actions, taking advantage of the data collected there, and thus improve marketing campaigns or sending personalized offers, among other actions. .
- The CRM systems They provide all the necessary information, thus avoiding errors such as offering the wrong product, repeating past situations, providing information out of context or transferring a call to the wrong area.
- This system generates greater efficiency in the management of customer relationships, thereby optimizing the work of the company's staff.
CRM in the Call Center
Considering the positive impact that the implementation of this system has on customer service, this entry should consider the advantages it brings to a Call Center, starting from actions such as recording, organizing and viewing customer data.
As well as scheduling a calendar of activities aimed at customer service and receiving comments related to a product and/or service.
And it is that he Call center It is a nerve center of the company, since a telephone communication can generate the closing of a sale or a negative point for the positioning of the brand.
So other advantages when implementing the system CRM in the Call Center They are obtaining operational metrics in real time and integration with other communication channels (omnichannel).
In conclusion, not implementing this type of system in the company, considering the positive aspects it brings, even when used in the Call Center can generate a delay in operations.
For example, by rotating personnel, continuity is lost in the sales process or special advice to a client with a difficulty that requires greater attention.
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Content Writing by: Isabel Uribe
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