Call centers

Every incoming call is an automatically created new client card. It displays all the information about the person with whom the operator contacted, as well as the history of requests. Here you can also leave comments with a detailed description of the client's behavior, remarks, wishes and answers to questions. That is, any notes that may come in handy during future conversations and help to quickly orientate the operator who will communicate with the client for the first time.

A large amount of requests and the human factor can cause the loss of missed calls as well as potential sales. Smart tools of the CRM system will help you get out of the situation and avoid unpleasant incidents. With the help of these tools, the operator will schedule a call back to a specific client. And while making the current call, it will be able to schedule the next one.

So the operator will have no chance to forget about the client and will use every additional opportunity to remind about profitable offers.

The use of the CRM system makes it possible to record telephone conversations, which helps to identify shortcomings in the work of a particular operator. After analyzing the consultations of all managers, you can think of more effective scripts for further communications. This greatly increases the efficiency of each operator, speeds up processing of requests where needed and improves the overall level of client service. As a result, their satisfaction and loyalty to your company.

Chats help improve internal communication between call center employees. For example, you can create group chats to discuss urgent or controversial issues. Or separate ones for the sales department, technical support or quality of service.

Using private chats, employees can message each other to share experience or ask for advice on how to deal with a difficult client. Chats allow you to quickly send notifications about new requests, inform of something important or share updates.

You can also use the newsfeed for the same purpose. This is especially important when you want new information to be seen by as many people as possible.

Tasks help to organize the daily processes of the call center. Thanks to them, it is possible to rationally distribute work duties and workload among employees. For example, a manager can create a task for each operator with a schedule of calls to be made during the day, week, or month.

Tasks will contain deadlines and priorities. This will enable call center employees to plan their time correctly, which in turn will help avoid delays in completing tasks and ensure timely processing of client requests. In addition, step-by-step instructions can be added to the tasks, which will ensure the successful completion and systematization of work processes.

The work of the operators is now under full control. Track the number of missed and unprocessed incoming calls, view client cards and comments on phone conversations.

Analyze the efficiency of processing requests and the quality of consultation, taking into account the duration of conversations and client satisfaction with communication with operators. With the help of the system, evaluate the quality of work of each employee, the number of processed requests and compliance with a uniform standard of service. Regulate the workload of operators, rationally distributing it between them.