The call center is one of the most important bases for your communication with customers. Customers usually call your company to follow up on orders, register comments, ask questions about products or services, etc. Therefore, the better you can communicate with customers in the call center, the greater the chance of increasing satisfaction and gaining their trust. Customers who trust you become your loyal customers. Loyal customers are your most valuable asset and bring the most profit to your company.
Naturally, one of the most important uses of customer relationship management (CRM) software is to help manage, integrate, and improve service delivery in contact centers. Microsoft Dynamics 365, as one of the top CRM programs in the world, can do the following to optimize your company’s contact center:
Integrating the call center with other departments of the complex
It is very important that your call center software systems are integrated with the systems of other departments. Often, support, sales, marketing, and call center professionals need to have instant access to each other’s information. Microsoft Dynamics CRM software creates this integration and allows employees from different departments to record their customer data on a common platform.
Shared access to each other’s information can help employees across departments. For example, sales professionals will know how to interact with which customers by viewing data recorded by call center professionals.
Automatic call recording
One of the most common problems for call center professionals is manual call recording. Microsoft Dynamics CRM software from Kian Pardaz Hooshmand Company automates the call recording process and takes the burden off the shoulders of human resources. Automatic call recording ensures that no call is ignored and all customer requests are answered correctly.
Call center experts’ work report
One of the most important advantages of Microsoft Dynamics 365 CRM software is that it acts as a monitoring tool in the hands of managers. When a company’s call center is equipped with CRM, the manager can monitor the work process of employees at any time. He can get a report on the number of calls each expert makes, view the recorded scores of the quality of each expert’s response, and check the work efficiency of each employee.
Instant access to customer records
When you equip your company’s software system with CRM, each customer has a dedicated file where all their information is recorded. Employees from different units, especially call center experts, can view this information in real time, even before making a call, and respond to the customer accordingly.
For example, at the moment of contact, the expert sees that this customer is Mr. or Mrs. X who recently purchased a certain product and whose goods have not yet arrived. His purchase history, his residential address, etc., are all displayed in a personal profile for the expert so that he can respond to his requests more quickly and easily.
Help with integration with VOIP lines
VIOP is one of the most common call-handling systems. CRM software can help you easily upgrade your call center to VIOP lines and improve the quality of your response.
Call distribution
Microsoft Dynamics CRM software can intelligently distribute incoming calls to different experts. For example, it can automatically connect incoming calls to experts who are more relaxed than others. Or, if someone calls a number that is specifically for support, it can connect their call directly to the relevant expert at that time without the need for an operator.
On the other hand, sometimes a customer may request to speak to another expert after making a call. In this situation, the CRM software also shows the phone expert online whether the person in question is available or not. This feature is especially crucial in busy environments such as hospitals or large companies.
Follow up on missed calls
Microsoft Dynamics CRM software not only manages active calls, but can also be effective in tracking missed calls. Many incoming calls to a collection are lost. Or in many cases, customers prefer to leave voice messages to be dealt with later due to busy lines. In such situations, CRM software regularly records missed calls and recorded voice messages and reminds call center experts to deal with them as soon as possible.
Providing analytical reports
In addition to the reports that CRM provides to the manager on the efficiency of the experts, it can also provide detailed analytical reports. In these analytical reports, you can check the average duration of customer calls, the number of missed calls per day, the average score for the quality of call response, the most common reasons for customers to contact the company, etc.
Reduce call center costs
Automating many of the repetitive processes in your call center can save you the cost of hiring human resources to perform them. Or, you can add more specialized experts to your team instead of hiring simple workers to perform repetitive processes.
Improve customer experience
The better and more engaging the customer experience is when interacting with you, the greater the chance that they will become your loyal and permanent customer. Therefore, by automating your call center through Microsoft Dynamics CRM software, you can improve the quality and speed of customer response, thereby increasing customer satisfaction and, as a result, increasing your company’s profitability.
If you are interested in installing and running comprehensive CRM systems to increase sales, you can contact Kian Pardaz Hooshmand. Kian Pardaz Hooshmand Company will configure the comprehensive CRM software Microsoft Dynamics 365 specifically for you and implement it according to your needs and capacities.
