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CRM system for Call Center: Omnichannel and Reporting as Key Success Criteria

CRM for call center

At the moment when a business faces the task of implementing CRM system for a call center, more attention is being given to parameters such as omnichannel capability and reporting. Why exactly? What is the essence of omnichannel, why is reporting crucial, and how do these CRM system parameters come together in the cloud contact center platform from Global Bilgi? Relax. Let’s go through everything step by step.

Omnichannel – Logical Development of CRM System for Call Center

All clients expect seamless operation, quick responses, and quality service from businesses—ideally, around the clock and without weekends. And this trend is becoming more noticeable! Each year, clients increasingly value omnichannel as one of the most important criteria for contact center performance. It’s not surprising since 73% of clients use multiple channels when purchasing goods or ordering services.

Phone, VoIP telephony, social networks, live chats, email, interactive voice response (IVR)—all these channels must be perfectly synchronized in CRM system for the call center because clients don’t want to repeat any information when interacting with the next agent. The essence of an omnichannel approach for the client lies not only in providing a convenient communication option but also in ensuring seamless communication across all available channels. Is your CRM system for the contact center ready for this?

Key Objectives of Omnichannel Approach in CRM system for Call Center

The main goal of an omnichannel system for a call center is to improve the quality of customer service through convenient communication tools such as chats, SMS, IVR menus, social networks, IP telephony, and so on. Let’s explore what other tasks are also addressed through the omnichannel approach.

Reducing operator work time

The CRM system for call center streamlines chaos, automates routine tasks, organizes data, and distributes calls. Algorithms in the CRM system perform tasks instead of operators, such as creating deal cards, recording clients in the database, sending reminders about missed calls, finding available managers, and transferring calls to them, and so on.

Increasing sales through the call center

CRM system for the call center with a dynamic prompts system enables operators to handle objections more easily using interactive decision trees. Thus, companies with a large number of Sales Development Representatives (SDRs) or complex routing logic can achieve more sales.

Data collection and processing

The CRM system for the call center meticulously records interactions with clients. It creates a card that collects data on all interactions between the manager and the client: created/closed tasks, calls, added files, photos, invoices, and even simple notes. This allows the creation of personalized reports for individual employees and user groups.

Creating a database for marketing research

Omnichannel CRM marketing is based on knowledge about the client, detailed segmentation, and intelligent reaction to client actions in emails, messengers, on the website, or any other channel. Data on purchases, viewed products, average check, geolocation and other parameters allow you to create a personal offer and form the basis for marketing research.

How will omnichannelity impact CRM for call centers in 2024?

Companies using omnichannel capabilities in their CRM for call centers retain, on average, 89% of their clients (compared to 33% for companies neglecting this criterion). It can be confidently stated that in 2024, omnichannel support in CRM is not just a service trend but an obligation to clients.

And your CRM system for the contact center should be ready to meet them everywhere, providing relevant information and timely assistance to establish stronger and more meaningful relationships with clients, increase revenue flows, and improve operational performance.

Reporting in CRM for Call Centers

Reporting in modern CRM system for call centers involves not only the simple collection of data already present in the system but, more importantly, an analytical-predictive function of long-term trends and real-time team productivity progress. What does this mean?

The CRM system for the call center should have tools for analyzing key goals and results based on reporting. Thus, only after defining these goals are reports filled with indicators that can help users draw the right conclusions based on a detailed analysis of data without additional processing in third-party applications.

The basic reporting that a modern CRM system for call centers should provide includes:

  • Strategic report on call center activity: Aims to improve the efficiency of call center work, plan and optimize resources, and define growth and expansion strategies.

  • Customer satisfaction: Measures the quality of customer service, reflects the picture of their feedback, popular communication channels, channel performance, and the percentage of failed contacts.

  • Operator performance: Tracks the performance of agents and their teams in the process of customer service, helps optimize the speed of solving customer problems, and provides templates (scripts) to reduce response time.
  • Call center performance: Monitors the efficiency of the call center. Statistical data includes the volume of incoming calls, average call time, and automatic call distribution (ACD) rules to achieve optimal routing by agents.

Of course, targeted analysis does not cancel the need to track other metrics. Leading CRM system for call centers already evaluates around 170 metrics today, so the correct definition of KPIs important for business and the convenience of presenting analytical reporting can significantly impact results.

Built-in CRM System for Call Centers in the Sirius Platform by Global Bilgi

Relying on our experience in outsourcing call centers and managing customer experience, we have developed a comprehensive solution for a cloud contact center with corporate capabilities for businesses of all sizes and industries. With us, companies can benefit from the latest CRM software and contact center outsourcing services, providing inbound, outbound, and web support.

agent desktop crm
Sirius contact center platform with built-in CRM Agent Desktop (Version 1.0.0)

Unify all contact center channels on one platform

CRM system for the call center from Global Bilgi will help organize effective omnichannel contact with VoIP calls, web chats, messengers, and integration with social networks. Additionally, it facilitates outbound calls through an automated dialer system, creates complex IVR menu trees, and provides detailed reporting and real-time analytics on a single web interface.

Technologies shaping the future of CRM for call centers

Our platform with an integrated CRM system for the contact center is continually updated. We make constant improvements by adding the latest technologies. As artificial intelligence in contact centers, robotic process automation (RPA), and other features become more user-friendly, we incorporate them into our technological infrastructure. With our cloud software, remote call center work becomes convenient and highly efficient. You will receive full support and service at any time with guaranteed reliability.

Join industry leaders who have harnessed the power of the CRM system for contact centers from Global Bilgi to transform their contact centers. Enhance customer service quality and agent productivity and witness a new era of operational excellence.

Order a demo of Call Center CRM system from Global Bilgi NOW!

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