5 Reasons Why the Call Center Industry Needs a CRM

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Those who have worked at a call center know how frustrating and irritating it can get when you cannot retrieve the relevant information with the customer holding at the other end waiting to be served. To stay competitive and serve with excellence, you need a tool that gives you a 360-degree view of the customer life-cycle. Ask any customer service personnel and they will tell you that multiple tasks need to be performed at lightning speed to handle the large volume of requests being received every minute. If customers get the slightest hint that they are being neglected, they will lose faith and that would bring about a downright tsunami for your organization.

To forge a strong bond with clients, you need to automate your tasks so that you can focus all your energy on serving the customers. And what better tool to do that than Customer Relationship Management software. To stay ahead of your competitors and to provide each customer with a personalized experience, go for call center management in CRM.

So, without any further ado, let’s explore what a call center CRM is all how about and how it is different than your typical contact management software.

What is a Call Center CRM System?

Call Center CRM System is the ultimate tool to deliver exceptional customer service by connecting customer service reps through a unified platform. Get easy and quick access to contact information and history to help your customers in real-time with call center CRM solution. Moreover, update relevant information of customers in your CRM  to provide them a personalized experience.

How is CRM different from Contact Center Software?

The CRM platform streamlines a company’s interactions with its customers. CRM serves as a customer database and provides a 360-degree view of the customers to improve customer experience and increase sales. Moreover, call center management in CRM will help in improving sales management, attracting more customers through marketing automation and giving a boost to the company’s revenues.

However, a Contact Center Software serves as a channel to connect with the customers. The software helps in matching customer inquiries to the right resource in the team by managing the flow of incoming calls, messages, emails, and social media channels. Moreover, a Contact Center Software can also be used to automate dialing, increase the number of live chats with the customers and streamline communications.

Now, to maximize productivity and increase sales, go for a Call Center CRM. In this article, we will talk about how a Call Center CRM can unlock the potential in your Call Center and keep you a step ahead of your competitors.

Benefits of Call Center and CRM Integration

With CRM in place, customer service reps can adapt faster, act smarter and achieve better outcomes. How? Let’s find out.


1. Centralized Customer Data

Before the start of a call, call center agents will have all the relevant data about customers at their fingertips. Agents will know who the customers are and what they want based on past call history. This will not only make the call shorter and more productive but also enable the agent to serve the customer in a more personalized manner.

2. Strategic Planning

Call Center CRM solution will provide management tools aided by real-time data that can be analyzed to optimize the performance of the organization. By monitoring data sets related to call volume, case times, up-sell rates, revenue per call, etc. managers can devise strategies to retain clients and augment sales.

3. Automated Case Escalation

Serve customers in the queue with the highest priority first. There are always cases that demand immediate attention. Hence, a tool that can automatically route a call to the relevant customer rep is necessary. With the click to call SugarCRM feature, calls can be transferred from one agent to another swiftly and smoothly.

4. Employee Evaluation

A call center simply cannot afford to have employees who are lazy or are not serving customers with sincerity. With Call Center CRM software, managers can keep track of the employees who are performing well and can arrange training sessions for those who aren’t.

5. Integration With Other Software

Call Center CRM integrations with third-party software are easy and seamless. This results in increased productivity and enhanced efficiency. With better coordination among sales, marketing, and customer service departments, the redundant task of opening multiple systems to find customer information is eliminated.

Moreover, many call center businesses consider SugarCRM as the best CRM for call center due to its intuitive user experience, and easy adaptability. Moreover, with a call center CRM solution, you can also leverage seamless SugarCRM and Telephony integrations. If you are using Twilio and want to establish strong customer connections, go for the RT Telephony plugin to bridge the gap between your CRM and Twilio.

We can seamlessly integrate any third-party software with your CRM to extend its functionality. Take a look at some of our Sugar CRM plugins which can help streamline business operations!

Bottom Line!

In a call center, every call counts. Investing in CRM software will equip your employees with the right tools that are required in providing greater levels of customer satisfaction.

Rolustech is a SugarCRM Certified Partner firm. We have helped more than 700 firms with various SugarCRM Services. Get in touch today for your FREE Business Analysis. We will be happy to assist you!