A call center solution comes with an amazing range of features nowadays. It can be used to handle any inbound or outbound calling campaigns. Some companies and call centers further invest in call center CRM integration. It is the process of integrating a Customer Relationship Management (CRM) solution with the call center software. Any contact center software and CRM system can be integrated to work in harmony. There are many benefits of using this integrated solution.
In this article, I will share details on one of the most widely used use cases of the software empowered with call center CRM integration and using preview dialer with it. A preview dialer is an auto dialer available in the call center solutions. It shows a lead preview to the agents before dialing the number. Agents can choose to talk or skip the lead. Let’s explore the major benefits of using a preview dialer along with a CRM integrated call center solution.
1. Reduced preparation time
In some industries, agents need to study the case before making a call. For example, in collection agencies, agents need to have knowledge of payment history, ongoing loans, total dues, customer details, etc. When a preview dialer is used in the outgoing campaigns for the collection, sales, survey, etc., agents do not need to spend time referring to the information explicitly. The preview dialer will show the required information to the agents before and during the call. Moreover, the call center CRM integration based solution will show more details about the customer or prospect. This will reduce the preparation time of agents.
2. Reduced call time
During a live call, CRM popup fetched from the customer relationship management system into a call center solution will show all the required information to the agent. This will help agents to initiate and drive the call in the right direction. For example, if a call is made regarding debt collection, then the agent will have precise and all the required information about the customer to handle the call. If a customer gives an excuse, then the agent can overrule them then and there to handle calls more accurately. This helps in conveying the message within a short time. Unlike, using a call center solution without call center CRM integration, the integrated solution will give all necessary information. Agents will not need to juggle among different systems. This will not only reduce average call handling time, but will also increase the productivity of the agents.
3. Increased success
As mentioned earlier, the preview dialer shows information about the customer before initiating a call unlike other auto dialers available in the contact center software. Moreover, agents will have the flexibility to skip the calls, when they are not confident to make it a successful call. It means agents take the calls for which they are confident to get the expected conclusion at the end of the call. Moreover, all information shown to the agents further assures that they can drive the call towards success. Therefore, using a CRM integrated call center solution with a preview dialer can help you increase the success rate.