What is Call Center CRM Software?

By Staff Reporter

Oct 14, 2019 09:42 PM EDT

What is Call Center CRM Software?(Pexels) (Credit: Getty Image)

While it may sound like a simple question, call center CRM software is actually relatively complex in function. That's thanks to a host of features that both call center software and CRM (customer relationship management) software offers businesses. When call center CRM software is used by your support agents your company can offer dynamic support resources that empower your agents and improve customer relations. In an era when consumers are increasingly likely to talk about your wait times and customer service online, having a system that creates positive customer interactions is vital. Here's how call center CRM software like the package offered by Bright Pattern can create and maintain that kind of customer engagement. 

Call center software offers powerful CRM integration

Anytime you're looking to improve your approach in the world of customer service, customer data is the way to go. By harnessing customers' personal data, you can personalize your communications to them. This offers them a customer support experience that shows them how much they're valued. For example, if a customer has recently reached out to you with a similar issue, you can make sure your agents apologize for the need for the customer to contact you again. Similarly, you can integrate with Salesforce or other CRMs to see what sorts of email campaigns have been sent to a customer. This can help you better understand a specific promotion the customer is referencing in their conversation. These two examples are just the beginning of how call center software CRM integration can boost customer satisfaction.

Call center software is cloud and web-based

Anytime you're dealing with customer data, it's vital that you're doing so in a secure manner. Data breaches are becoming more and more frequent in the news, even from high profile companies like Equifax. As a result, consumer trust in data protection from businesses has decreased. One way to restore this trust is to utilize the latest cloud-based technologies for managing and accessing personal data. Bright Pattern's call center software does just this. It's built on a cloud-based architecture which is fully secure and compliant with online security standards and best practices. Its web-based user interface also makes it easy to access data from a single window on a computer workstation. This offers companies a simple and intuitive system that's easy to train employees to use. Aside from its ease-of-use, call center software provides powerful tools to your agents with just a few clicks so that they can work better and faster.

Call center software improves quality assurance

Oversight is also easy when using call center software. Part of this comes from the detailed reports that managers are able to pull about their team's efficiency and volume of work. By tracking and analyzing user data and agent performance, your business can better measure its strengths and weaknesses. This can lead to the implementation of new strategies that boost performance and customer satisfaction. 

Having customer interactions stored on the cloud also provides managers with an easy way to review how agents are fielding customer queries. This is strengthened by the fact that a cloud-based call center software approach like Bright Pattern is omnichannel, and unifies all customer interactions into one platform. In this way, you can better understand whether one agent performs better on web-based chats or over-the-phone. This type of information can make it easier to schedule agents in the future for particular kinds of communications. Doing so can increase agent productivity as well as customer satisfaction.

As you can see, there are a variety of benefits that come from adopting call center CRM software for your business. From personalizing your interactions to the ability to better measure agent performance, call center software can make a big difference in the world of customer service.

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