Are you considering adding a call center feature to your business? The benefits to your customer service and overall functionality will be remarkable if you decide to add a CRM contact center. Here are a few common features that will likely be a benefit to you.
Interactive Voice Response
Interactive voice response, also known as IVR, is a phone menu system that routes callers to the right agent for them based on their need, the department they’re attempting to contact, and more. This prevents people waiting to hear from a representative only to have them say those awful words, “Let me transfer you.”
Automatic Call Distributor
An automatic call distributor (ACD) is a call center feature that enables multiple people to access the same call waiting cue. That way, a customer isn’t routed to, say, Robert’s phone line and stuck there because Robert is in the midst of a complex customer service issue that’s taking more than thirty minutes to assess. ACD prevents people from being stuck on hold for longer than is necessary.
Call center software should give you the ability to record and monitor customer phone calls for future reference, and to protect your business and its employees from any falsified claims made by irate customers.
Call center technology should allow you a filing system for keeping track of each of your customers. If someone has already called in before about the same issue, this software allows you to quickly and easily verify that claim, as well as to easily understand the issues relevant to the customer based on previous purchases or questions that are logged in their file.
Customer service is vital to the health of a business, and CRM contact center technology can be just what your business needs to give it that solid edge over the competition.
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