Call center customer relationship management (CRM) software is a tool that call center agents use to enhance customer experience and increase efficiency. A call center is a centralized department used for receiving or transmitting a large volume of inquiries by telephone. It handles all telephone communication with new and existing customers and is located either within a company or outsourced to another company that specializes in handling calls.
A call center CRM system allows agents to access the right information to provide customers with up-to-date and relevant information. Call center CRM systems store records about customers, such as account information, preferences, and contact history. The software is typically desktop software that integrates with existing call center technology.
While a general CRM helps businesses keep a digital record of customer interactions, a call center CRM enables businesses to send, manage, and track messages and calls to customers.
Call Center CRM features
Important features to look for in a call center CRM tool include:
- Integration with other business tools such as Google AdWords or Facebook
- Automated call capture
- Detailed customer history
- Interactive Voice Response (IVR) integration
- Activity-based call prioritization
- Missed call and voicemail tracking
- Real-time and historical reporting
Benefits of call center CRM
A call center CRM system gives an organization a complete view of the customer. With the customer-interaction data, customer needs can be better understood and met. It allows increased accountability, as the CRM helps effectively distribute, manage, and prioritize leads and calls. Turnaround time is reduced because of automated processes. Other benefits include improved efficiency, lower labor costs, and an overall better customer experience.
Call Center CRM vendors
Popular call center CRM tools include:
- Freshworks CRM
- Agile CRM
- NICE inContact CXone