5 Things that happen when your CRM tool is outdated

5 Things that happen when your CRM tool is outdated

Faith Ocampo Published on June 10, 2016

worried-business-team-looking-at-laptop

Primarily viewed as a luxury resource for contact centers, customer relationship management (CRM) tools have now become a necessity.

Generally, customer service providers use them to monitor transactions, which may take place in a variety of platforms. But aside from organizing interactions, they also help automate customer service and sales functions.

By fully leveraging the capacity of a CRM system, call centers find it easier to cope with the changing needs of customers. The strength of this call center software is in data management. It stores crucial details about clients and is therefore useful for analyzing trends and improving performance.

But like all tech resources, your CRM tool must always be updated so you can stay on top of customers’ demands. Here’s what happens when brands fail to update their customer management software.

1.     You don’t know why customers are calling.

confused-call-center-agent-looking-laptop

Many organizations use data analytics to predict what customers are about to do and why they’re calling. They do this by keeping tabs on the customer’s journey and analyzing what their next step may be based on their previous actions. This lets brands be one step ahead of the customer, enabling them to be present at the significant moments.

On the other hand, other contact centers optimize their interactive voice response (IVR) system so they can categorize calls. This way, they gain a rough idea about why the customer is calling before they pick up the phone. Otherwise, agents will keep starting conversations by asking “How can I help you?” and that’s a sign that your services are not as proactive as they should be.

2.     You have no idea about the caller’s transaction history.

confused-office-worker-pointing-to-computer-monitor-with-pen

Although it’s a common problem in multichannel contact centers, unifying the customer experience is still a massive challenge for many organizations. A powerful CRM tool would let you streamline customer transactions regardless of the channel they used to contact you. This way, even if you transfer them to another platform, you’ll be able to keep track of the interactions.

Failing to track the customer’s transaction history can hamper problem resolution and affect a company’s overall productivity. Callers will be forced to repeat information they’ve already told you, and this can result in confusion and disappointment.

3.     You frequently put them on hold.

angry-man-on-the-phone

Your CRM system should help you leverage multiple channels to allow you to respond to queries quickly. With the array of platforms every call center can use, putting customers on hold is no longer an option. If your agents are still doing this, however, that’s a clear sign there’s something wrong with your customer management tool. Agents may be asking customers to wait for either of these two reasons. First is, they might need to check multiple systems to access the needed information. And second is, your CRM isn’t properly integrated into your processes. Either way, both of these are indications that you need to update your CRM tool.

4.     Your system can’t handle multichannel interactions.

employee-hands-using-laptop-smartphone

The phone has always been a powerful communication tool, and it certainly has its advantages over social media and email. However, brands must also innovate by offering new customer service avenues to deliver convenience and speed.

If your CRM system doesn’t allow you to add new channels, that’s a tell-tale sign that you need an upgrade. Remember that you won’t only be managing devices and tech tools but also customer data, so choose a call center software that will allow you to organize both data and interactions.

5.     You route calls to the wrong agents.

man-in-glasses-arguing-over-the-phone

The key to effective problem resolution is intelligent call routing. If specific calls are handled by agents with the right skills and knowledge, you can shorten talk times significantly. On the other hand, if you keep assigning the wrong agents to a given case, customers will get the impression that you’re unreliable. A reliable CRM software would help you match an agents’ skills with the type of customer query.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

Join us as we explore just how effectives this strategy is in the #CallCenter: https://buff.ly/3LU2M6p

----------
We build strategies that empower people and solidify brand loyalty for our partners: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#EmployeeManagement #EmployeeEngagement
#CustomerExperience
Open Access BPO
Open Access BPO4 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO5 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO1 week ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO2 weeks ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO