Peanut Butter is to Jelly as CRM is to Call Center Businesses
February 25, 2013
By Jamie Epstein
, TMCnet Web Editor
After that first bite in your peanut butter sandwich, missing jelly because someone (we won’t mention names) forgot to put it on your shopping list, you quickly realize that one without the other just isn’t as good. Interestingly enough, that’s exactly the same type of scenario seen with call center businesses that don’t have a customer relationship management system in place – something Michigan-based Gerber Life Insurance realized recently.
To enhance the overall customer experience, Gerber began to leverage an on-premises platform that yielded some pretty significant benefits, including eliminating callers from having to continuously call to get their problems resolved, improving the functions provided via the interactive voice response (IVR), and driving profits.
According to the company’s vice president, Bob McDonald, "People are now going into the IVR and being satisfied by it by eight more percentage points. We added prompts in our IVR to check status of loan payment or refund checks."
Call center business provider, Voicent, comprehends that in order to better meet customer demands and raise the bar on satisfaction rates, the value of a CRM toolset is truly invaluable. Its newly debuted Call Center CRM offering can record and then house contact history, buying history and preferences of each and every customer, automatically showing that key information in a pop window on the agent’s screen when communicating with said consumer.
This next-generation platform differs from other competing products currently on the market in several distinct ways. First, it organizes crucial data in a way that is easy to shift through helping to ramp up efficiency among the entire call center business workforce. Next, it is jam-packed with automation capabilities that enable users to segment customer information which helps to reduce the workload of staff instead of adding to it.
Lastly, it is extremely cost-effective which gives even the most budget conscious contact center access to it.
Jerry Scharf, Voicent’s director of Marketing, emphasized the software’s value; “The ability to instantly get customer information in front of agents can have a dramatic impact on customer satisfaction scores and in sales effectiveness. Voicent’s Call Center CRM stores all of that information in a searchable database that you can use to design incredibly focused outbound sales and marketing campaigns with only a few mouse clicks. Our outbound dialing, text and e-mail tools are fully integrated with Call Center CRM. So, with a few more mouse clicks, you can then launch those outbound campaigns and track them.”
In conclusion, to enhance your call center business operations there is truly no better solution that an intuitive CRM solution. Without it, you call center will be dry of needed information to close sales just like that peanut butter minus the jelly sandwich.
Edited by Braden Becker