February 17, 2018 / GuidesFor Team
A lot of call centers operate as a sales or support service department. They deal with customer inquiries and problems and attempt to resolve them.
There are cases when the first contact with a customer or potential client is not enough. There could be unanswered questions, more requirements, additional documentation, and a dozen different reasons why the issue was not resolved on the first try.
It is the responsibility of the contact center to follow up unresolved inquires. But sometimes the customer calls first and gets a different person. Call centers sometimes separate inbound and outbound calling teams. They can also have escalating tiered support levels. That all means a single customer needs to talk to different people, it would be annoying for them and waste man hours to repeat all the points already gone over with earlier contact persons.
This is where Customer Relationship Management (CRM) software helps call centers. The article elaborates on how it does it and why every call center needs one. – Miyagi Kazuki
Posted In: Research