What is CRM?
CRM is an acronym for the term “Customer Relationship Management” roughly translated as customer relationship management.
- A tool to centrally manage and digitize all customer data.
- Is a tool to process and automate marketing/sales/customer care activities.
- It is a data system that supports multi-channel interaction with customers (email/sms/facebook/website/landing page/call center/...).
- Is the foundation for businesses ready for digital transformation.
CRM Functions in Call Center
Customer care in the 4.0 era It is not only about meeting their needs, but also requires businesses to promptly grasp and improve each customer experience.
CRM has the ability to store data in every process that customers have interacted with the business switchboard. From there, when customers call the switchboard, all their personal information and interaction history will be displayed scientifically, thereby helping the switchboard operator (agent) have the facts to provide appropriate support advice.
Meeting needs at the moment they arise, creating a good experience on any channel with any product/service, recognizing each customer's individual needs to bring suitable products/services, these are aspects that businesses cannot ignore when expanding their business.
See also: What is a contact center? How is it different from a call center?
Benefits of CRM in Call Center
For the purposes of Call Center is interacting with customers on the voice channel, so setting up a good software to manage interactive information is a prerequisite for the success of Call Center operations. Integrating CRM in Call Center will help manage data and analyze customer interactions throughout the product/service lifecycle (Customer Lifecycle) to improve customer satisfaction.
-
Quick access to information.
Call Center integrated CRM allows agents to capture full customer information from personal contact information to purchase history and complaints. This helps agents resolve customer requests in the shortest time and create a “personalized” experience when communicating with customers.
-
Enhance internal communication capabilities.
CRM helps all employees in the company to share accurate customer information between different departments and branches. When a customer's problem is related to the responsibility of a department in the company, CRM will notify that department to resolve it. Therefore, the resolution process will be updated quickly, accurately and with the responsibility of each department.
-
Increase sales opportunities.
Storing customer information and purchase history of services used in CRM integrated with Call Center Swill provide a solid database for analyzing purchasing behavior.
Agents increase the opportunity to sell additional similar products, goods, and services to customers during promotions and suitable events. Moreover, marketing can also take advantage of CRM to portray customers, understand their product/service consumption behavior, thereby developing appropriate strategies and generating the highest revenue.
-
Reduce costs & increase operating efficiency
CRM application in Call Center helps agents solve customer problems faster, reduce average call handling time, reduce cost per call and increase the ability to receive additional calls. In addition, businesses can cut down on a large number of redundant personnel.
Comprehensive CRM integrated Call Center solution from Bellsystem24-Vietnam
Understanding the needs of businesses, Bellsystem24-Vietnam built the Call Center systemr / Contact Center Integrated with the customer information management system - CRM to bring the best values of the business to existing and potential customers. Depending on the needs of the business, CRM can be customized according to each specific module.
The CRM system in the Call Center will support 4 levels of management to ensure decentralization and security of customer data:
- System Administration (SysAdmin): Top level, manages all system functions and information. Ability to intervene in all information of all departments (different projects).
- Manager: View and manage all information of department fields and all information of the project you are managing.
- Team leader: View and manage all information of employees in the department in the project you manage.
- Agent: Manage and handle customers assigned by the department head.
Bellsystem24-Vietnam will accompany customers throughout the entire process Before-During-After sales with Call center software. The effectiveness of the CRM system is demonstrated in its simplicity when customers can exchange information with the business in any way they like, at any time, through any communication channel, in any language.
Normally, It costs 5 to 15 times more to reach a new customer. The cost of maintaining an existing customer is much lower than that of a new customer. Loyal customers who buy frequently are less price sensitive and are easier to serve. Satisfied customers will recommend the company to others, which in turn will help the company gain new customers.
