The goal of Customer Relationship Management (CRM) is to provide a comprehensive picture of customer needs, expectations and behaviors by analyzing information from every customer transaction. A CRM system creates the intelligence platform necessary to develop more meaningful customer relationships.
This allows for improved customer service, increased call center efficiency, added cross-sell and upsell opportunities, improved close rates, streamlined sales and marketing processes, improved customer targeting, and increased share of customer and overall profitability.
When CRM is integrated into the Call Center, there are many benefits such as:
- Screen pops with DNIS and ANI Call history
- Specialized help desk applications
- More responsive customer service
- Predictive dialing/auto dialing capabilities
- Remote agent support
- Follow-up date call backs
- Marketing research and online surveys
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