Five types of crm application for an inbound call centre
Download as PPTX, PDF3 likes86 views
Customer Relationship Management (CRM) is essential for inbound call centers to enhance communication and retention through various applications. The five types of CRM techniques include sales force mechanism, marketing automation, service automation, analytical CRM, and collaborative methodology. These systems optimize customer service processes, automate marketing tasks, analyze customer data, and integrate stakeholder information to drive business growth.
Five types of crm application for an inbound call centre
- 1. Five Types Of CRM Application For An Inbound Call Centre
- 2. 2Copyright © cyfuture.com What is CRM? Literally speaking, customer relationship management or CRM is a methodology to manage communication between a particular company with their current and potential clientele or customers. CRM approach uses much information regarding the relationship between customers and companies to improve business affiliations and sustain existing customers, especially concentrating on customer retention and generating sales growth.
- 3. 3Copyright © cyfuture.com How can CRM contribute to an inbound call centre? CRM demonstrates itself in several ways. Especially, when a customer service provider takes initiative to satisfy their customer through gifting and rewards or providing good quality services to customer care solution and other facilities, fall under CRM. One of the most important parts to any CRM approach is to establish a good inbound customer service because a customer care support centre for inbound calls can create critical impact on CRM.
- 4. 4Copyright © cyfuture.com How is it helpful? For instance, you are logged into the customer support centres software and a new call drives in. All the uncertainties of dropping this call will be addressed through CRM applications. A pop-up on the screen will ask you whether you want to take this call or not. Responsive CRM helps you abundantly with inbound calls.
- 5. 5Copyright © cyfuture.com Various types of CRM There are five types of customer relationship management techniques to conduct successful market researches and they are: Sales force mechanism Marketing automation Service automation Analytical Collaborative
- 6. 6Copyright © cyfuture.com Sales force mechanism Sales force mechanism works with all the platforms of sales, from primarily entering customer details and information to converting potential leads to actual clients. Call centres especially lead generation services implement sales promotion analysis, systematises the tracking of a customer’s history for frequent sales or upcoming sales and organized sales, marketing call centres and retail outlets. CRM helps inbound customer service and other call centre related services prevents duplicate efforts between a dealer and customer. Furthermore it automatically tracks customer contacts and follow-ups between both the parties.
- 7. 7Copyright © cyfuture.com Marketing automation With the aid of marketing automation call centre service provider can ease the entire marketing process to make it more operative and competent. CRM applications along with marketing automation abilities can automatically repeat tasks. For instance, sending programmed marketing emails at certain times to the clients, or posting information related to marketing on social media. The objective with marketing automation is to turn quality sale lead to actual customer. Now-a-days an advanced inbound customer service provider also works on customer engagement through the social media platforms.
- 8. 8Copyright © cyfuture.com Service automation A part of CRM system is service automation that initiates on uninterrupted customer service technology. Multiple channels like phone, email, social media, knowledge bases, ticketing gateways, FAQ’s and many more are pledged to support customers through the use of service automation.
- 9. 9Copyright © cyfuture.com Analytical CRM system The analytical CRM system helps the application to generate customer data analysis through numerous sources and present to the business manager so that the business veteran can make better decisions. An analytical system use techniques and methodologies like data mining, correlation and recognition of patterns to scrutinise customer’s existing data.
- 10. 10Copyright © cyfuture.com Collaborative methodology Lastly the most important objective of a CRM system is to merge external stakeholders such as the dealer and the distributor, and share customer information across organisations.
- 11. 11Copyright © cyfuture.com Conclusion Considering the aforementioned types of CRM system it is clear that the CRM application can assemble data from a variety of different communication network, including an organisation’s website.
- 13. 13Copyright © cyfuture.com Thank You!