The call center and BPO industries have been growing for many years. With the revolution in the digitization sphere, the customers have become more informed and competition has been fierce. That’s the reason more and more businesses have started understanding the worth of a customer support and call center department. The organizations either outsource their projects to renowned call centers or they buy call center software and set up an in-house customer care team. To provide improved and the best customer support, you will also need a CRM (Customer Relationship Management) solution. CRM is a huge system that helps your support and business development teams to manage and automate lead conversion and lead nurturing tasks.
The call center software and CRM solution are two different systems and generally, the agents and staff need to switch back and forth between these two systems to perform lead nurturing and customer support tasks. This results in delayed response, decreased productivity, long call wrap-up time, and some other concerns that negatively affect the revenues and business. (more…)