CRM for call-center

Modern large companies aimed at working with individual clients (B2C segment) are simply obliged to maintain the activity of the call center at the proper level. For this, your call center just needs a modern CRM system that allows you to automate and organize all the processes performed by operators and management, as well as synchronize the information processing system and telephony.

How to automate communication with each client as much as possible, but at the same time take into account the widest possible range of issues. How to minimize routine operations and remove the influence of the human factor. How to reduce the costs of the work of operators without compromising quality. All of these issues can be resolved with a good call center CRM tailored to your needs. AVADA MEDIA offers only thoughtful and working solutions.

This is a software package that is designed to automate the work with the client and simplify the lives of both operators and managers, marketers – and, ultimately, business owners. But the main thing is that your CRM makes the telephone call for the client as simple as possible – in this case, due to improved service, the sales volume will also increase, which means profit. For example, a client should not wait too long or continuously click on the buttons that are used by its answering machine. CRM is quite capable of storing data about past customer requests, which in some cases can reduce the interaction time until it benefits.

Such systems have extensive functionality that allows you to solve the problems of the call-center:

• a database of customers and their calls;
• interaction history, including call recording;
• the ability to control the work of operators in real time;

• call redirection system, which allows you to quickly redirect a call to a profile specialist;
• call center database management system and IP-telephony;
• the ability to configure automatic dialer and SMS;
• automation of work with the information base of the company as a whole;
• statistics and analytics on calls and operators.

It is important that, with all its advantages, CRM for the call-center remains simple enough and understandable for inexperienced operators in order to reduce the time for staff training. Therefore, it is not out of place to have a knowledge bank about a system with a category and search.

CRM creates a single database of company customers who called your contact center. You can arrange access to the database for any specialist – a sales manager, a marketer. This will accelerate the exchange of information within the company, managers will have full access to information about customers and their needs and will be able to adjust services, as well as set up advertising campaigns. Also, thanks to CRM, the return on each call center employee is increased, thanks to this, at the same or less cost, you can satisfy the requests of more customers.

Manageability of the business as a whole through the implementation of CRM is also increasing. You at any time have access to reports on the needs and requirements of your customers, as well as on the work of your operators.

If your call center is having difficulty maintaining a database and customer service, if you have more complaints about long waiting times and poor quality service, order CRM for a call center at AVADA MEDIA. We offer a system on order and we only sell the options that you need.