Call center solutions have been transformed in one way or another to make it a more useful and powerful solution to empower businesses using it. Call center CRM integration is one of the ways of making call center software even more powerful.
Many companies prefer to deliver better customer services and increase lead generation and sales with personalization. The call center CRM integration helps in achieving this by offering an integrated solution. All call centers and businesses using a call center solution must invest in it. In this article, I will share how you can use it in a better and beneficial way. From the step of getting the integrated solution to effective ongoing use of it is explained in this article.
So let’s begin:
1. Choose the correct model of integration based on the use
Call center CRM integration and CRM call center integration are used interchangeably, but both are different terms. The former one means integrating the CRM solution into the call center software and the latter one means integration of call center dialer widget into the CRM solution.
If you use a CRM solution more often, then CRM call center integration will be a better choice for you. On contrary to that, if call center software is used heavily then the integration of the customer relationship management system into the contact center dialer will be more beneficial. This will not only reduce training time, but it will also increase convenience and productivity.
2. Lead push and auto update based on the business nature
Once the solutions are integrated, the lead push and update happen automatically. If you import a lead list in the CRM system, then pushing it to the call center dialer and vice versa is a straightforward task.
This integrated solution offers one more feature to offer a benefit of auto update. If during a live call, an agent makes changes in the record of a customer within contact center software, then it will be automatically updated in the CRM system as well. Agents or admin will not need to make changes. This auto update can happen in real time or in bulk at a specific interval. Based on your business nature, you can choose the option to make better use of this integrated solution. For example, if you run collection campaigns, then you must be more interested in real time change to personalize the call.
3. Train team for the right use of solution
Call center CRM integration does not change the look and feel of an original solution. It simply changes its UI and UX. Therefore, it generally does not need a specific and long training session. Still, to ensure, agents do not find it unusual or feel lost in the software, give them training.
4. Supervise the use
The integrated solution provides logs of all changes. This is really helpful as it lets managers ensure who made a specific change. This increases accuracy. To take advantage of this insightful feature, it is necessary to supervise the logs. Other than that, supervising the use of the integrated systems as well as each individual solution can help in ensuring it is used correctly and accurately.
Author works in a company that offers call center CRM integration for different solutions such as VICIDial vTiger integration, VICIDial Salesforce integration, VICIDial Zoho integration, VICIDial SugarCRM integration, etc.