What Are The Benefits of CRM in a Contact Center?
What is CRM?
CRM or “Customer Relationship Management” refers to an amalgamation of different strategies, techniques, and technologies used for acquiring and retaining customers.
It ensures that every step of the interaction with consumers is such that it results in increasing the overall profits. The CRM software gathers customer data from multiple channels regarding the purchase history, personal info, purchasing behavior patterns, warranty of the product purchased, and much more.
According to a study by Nucleus Research(2011), you earn $5.60 for every dollar spent on CRM and this return increased by $8.71 in 2014.
The utility of CRM in a contact center environment enables the agents to provide highly satisfying customer service. The Contact Center Software handles all the communication of your customer. All the interactions can be streamlined based on the channel such as Phone, Email, SMS, Web Chat and/or Social media used by the customer.
Here mentioned are the key benefits of CRM in a Contact Center Solutions India
Better access to data – The CRM solution allows the agent to have better access to the customer’s data. The information is organized in such a manner that it makes easier for the agent to interact with the customers in a personalized and effective way.
According to a report published in 2014, 74% of users said their CRM gave them improved access to customer data.
Enhanced communication and accountability – CRM enables employees to share accurate information about customers through their updates. For instance, a customer service agent can easily track the tasks completed and take the necessary steps accordingly. Thus, CRM help with better accountability since employees can clearly understand their responsibilities and be held accountable for both achievements and weak points in the lifecycle of a customer.
Improved efficiency – Apart from enhanced communication across the departments, agents can respond faster to customers without any need for the manual processes or fact-checking. A CRM database can also help to comprehend the necessities of the customer in a better way. This would not only play a vital role in retaining current customers but also attract the new ones through effective lead management.
47% of CRM users stated that it significantly impacted customer retention – Capterra
Growth in sales – A sales history in the database will provide important information regarding customer buying habits and preferences which is ideal for promoting additional products or services. This is how the agents can help to conduct the sales process easily and thus, enhance the sales.
A CRM database is also an apt solution for recording and analyzing customer feedback regarding products or services. Such feedback is essential to understand customer needs and create more meaningful customer experiences.
CRM applications enhance sales by up to 29%, sales productivity by up to 34% and sales forecast accuracy by 42% – Salesforce
Reduced costs – As the efficiency increases, it leads to reduced contact centre costs. It is because, with higher efficiency, lesser time and resources are needed to manage the customer interactions.
The predictive dialing solution of Contact Center Service in Noida with CRM integration lowers cost by keeping track of the best times to call the customers, providing valuable real-time metrics which improves sales.
Customer Relationship Management Software For Your Business Needs
Whether you are a startup or an enterprise, a CRM brings order and clarity, helps improve interactions with customers, optimizes sales performance, and simplifies business processes.
There are several software options in the market today. Hence, it’s important to find the one that matches your specific needs. Go for the one which ensures that all the customer data will be stored accurately and securely.