Call center customer relationship management (CRM) software is a tool used by call center agents to improve the customer experience and increase efficiency. A call center is a centralized department used to receive or transmit a large volume of inquiries by telephone. It handles all telephone communications with new and existing clients and is located within a company or outsourced to another company that specializes in handling calls.

A software call center CRM system allows agents to access the correct information to provide customers with up-to-date and relevant information. Call center CRM systems store customer records, such as account information, preferences, and contact history. The software is typically desktop software that integrates with existing call center technology.

While a general CRM helps companies keep a digital record of customer interactions, a call center CRM enables companies to send, manage, and track messages and calls to customers.

CALL CENTER CRM FEATURES

Important features to look for in a call center CRM tool include:

Integration with other commercial tools such as Google AdWords or Facebook

< >Automated call pickupDetailed customer historyInteractive voice response (IVR) integrationActivity-based call prioritizationTrack missed calls and voicemailHistorical and real-time reports

BENEFITS OF CALL CENTER CRM

A call center CRM system offers the organization a complete view of the customer. With customer interaction data, customer needs can be better understood and met. It enables greater accountability as CRM helps to effectively distribute, manage, and prioritize leads and calls. Response time is reduced due to automated processes. Other benefits include greater efficiency, lower labor costs, and a better overall customer experience.