An organization's contact center deals with large amounts of customer data on a daily basis. Managing, reviewing and using this data can become increasingly difficult as more is added. According to a recent survey by Express Employment Professionals, 57 percent of the 18,000 respondents said they lose about six hours of work a week due to disorganization. By improving this, the company can not only save money and increase the productivity of its agents, but also potentially increase sales.
Solutions like customer relationship management greatly improve the ability for a call center to sift through and extract data about customers during a call. By implementing a successful CRM service, agents can better understand the needs of the caller and improve the customer's experience and overall satisfaction.
One major benefit gained from a CRM solution is improved first call resolution, reducing the number of follow-up calls that a consumer may make. CRM also provides a more personal experience for customers, helping them feel like their needs are being addressed by the call center agent.