Digital transformation is essential in order to keep up with today’s fast-paced business world. As a result, an increasing number of organisations are turning to tech solutions to boost performance in customer service and customer relations.
This is never more pressing than when it comes to call centres, which spend all day, every day, dealing with customer data and controlling the customer experience. But despite the innovative potential of technology, a large number of call centres find themselves held back by tech-related issues.
Many still use multiple platforms to store and log different data sets or perform different tasks. This technological siloing can cause serious alignment issues across teams and departments. Even call centres that do employ new software can suffer from poor or incomplete integration strategies, compounding their technological problems rather than alleviating them.
However, the fact remains that when leveraged effectively CRM can be a very effective solution for call centres. It enables agents to tailor their service to each customer, enhance their efficiency and drive results across call centre departments.
Call centre pain points
In 2018, 59.1% of call centres claimed that IT-related issues were the biggest barriers to their success. In the same survey, 53.8% of participants pointed to a need for new technology to improve performance.
But with such a sharp increase in tech tools available to call centres, the market software offering can quickly become overwhelming – and it can be difficult to distinguish between the ‘must have’ and ‘nice to have’ options.
As call centres try to keep up with new technology, many focus on acquiring new platforms and systems without a clear plan or strategy for integration or training. In fact, call centres that work with different products and vendors can sometimes find themselves using up to ten different types of software at once. Each of these applications is solely designed to carry out one task, which can be overwhelming for employees, confusing for customers and less productive and efficient as a result.
To combat these issues and promote maximum efficiency, it is advisable to choose a solution that can integrate with older tools, or one that consolidates its technology.
Benefits of using CRMs with call centres
The key to leveraging technology to drive productivity and efficiency can be found in the right CRM. So what can a CRM do for your call centre?
Create an omnichannel experience for customers
By providing employees with instant access to account information across all channels and historical data, employees can assist customers with up-to-date and relevant information while they provide support.
Cloud-based CRM telephony tools enable companies to reach customers through a remotely hosted system and a virtual number so that they can transcend geographical barriers and cover multiple areas in order to connect better with clients.
What’s more, cloud-based telephony centralises all communication channels and makes processes more streamlined as a result. Cloud communications platforms allow businesses to work better with customers and improve customer satisfaction through efficient and effective interactions.
Streamline internal processes through a quality UX
CRM platforms can be personalised for your business due to their quick and easy installation and quality UX. This allows organisations to track expenditure, manage admins and view reports, all from one easy-to-use platform.
These platforms offer a real-time, personalised customer experience across all channels including voice, web and social. Thanks to mobile integration services offered by CRMs like 8×8, employees enjoy an unparalleled UX and customers receive a quality omnichannel experience.
Ease the scale-up process
Your CRM can grow and evolve alongside your company. With the right tool, you won’t have to worry about acquiring and integrating new systems as your company reaches its next stage. For example, 8×8 enables your business to quickly and efficiently add lines, extensions and features – there is no need to implement or build any major platform.
CRM tools are an efficient solution for call centres looking to streamline processes and boost their overall performance. At redk, we are technical and consultancy CRM experts with over 15 years’ experience in the CRM space.
We have partnered up with 8×8, a top-of-the-line CRM solution which uses a cloud platform for seamless integration and is designed specifically for call centres. We work with the most reliable, up-to-date software to ensure your cloud-based CRM works with you to help you realise your goals.