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Tuesday, May 21, 2019

How CRM Improves Call center Agent Productivity?

Call Center CRM

Even with all the advances and changes in the world of marketing, a happy customer will become a promoter of the brand. But, only a happy agent can drive contextual conversations to increase customer satisfaction, hence a happy customer. Having said that, we can deduce the worth of investing in your agent’s productivity. Agents are bottle necked with strict deadlines and have got no time to take a break from their busy schedules. So, how do you take care of your agents?

Integrating CRM with leading applications help agents to increase their productivity & also help them to deliver quick service to the customers. The Recent studies says CRM applications can increase sales by up to 29%. A CRM Software allows agents to get a holistic view of customer’s details and their buying behaviour which helps them maintain the context of their conversation.

Here’s how your agents can benefit from CRM Integrations:

Single Sign-On

How would you like it if you didn’t have to remember multiple passwords and log in process was just a click away? Automatic two-way synchronization between CRM and your system eliminates the need of entering passwords every time you have to log in.

Drive Contextual Interactions

Do your agents struggle with remembering customer’s details? Of course, they do when they handle high call volume each day. Customer’s interaction history displayed in CRM will help agents understand their journey and pain points. And, once they know the problem, they can drive contextual interaction.

Knock Out Human Error

With bottlenecked schedules, agents fail to deliver consistent service because they are always stuck with manual errors. Reduce the possibility of dialling wrong numbers when you can have a click-to-dial functionality. Agents can dial any number with just one click without manually dialling the number on CRM.

Quick Call Functionalities

While agents are on call, they can transfer the call to other agents and solve customer’s query in one go. Allowing agents with functions like call recording, conference call, and scheduling a call back helps them in resolving the queries quickly. Through CRM the agents have the edge of call disposition in CRM to add notes and follow up with customers.

Agents work round the clock and they are the building stones of a business. Empower your agents with CRM technologies that help them delight the customers.

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