by Niamh Lynch
Published on 11 June 2015
Is your call center software fiercely independent? Then it's wasting your time. Talk to experts in any area of business - customer support, eCommerce, human resources - and they'll all tell you the same thing. Integrating the business tools YOU use with the business tools your OTHER employees use is key. This is true from the big hitters, such as your CRM, to smaller aspects that can all too easily be forgotten - such as your call center software, for example. Let's take a look at why.
Nothing makes a call center worker look worse than missing data, slow retrieval or out-of-date information. Make sure your call center software is integrated with all the other tools that provide customer information. Talkdesk, which provides call center software, has written a series of articles on how important this is, so check out its examination of integration with CRM, e-commerce systems and other customer support tools, such as live chat.
Make sure that when a record is updated in one system, it automatically gets updated in all - if you use a call center tool like Talkdesk integrated with Salesforce, for instance, when a customer support agent makes a change after a call, the kids over in sales will know about it too.
Even if you receive a message via voicemail, if you're using the right tools, it will automatically be transformed into a help desk ticket or CRM entry - and that's before you've even had a conversation - impressive, right?
Automation frees up your customer service agent's time to focus more on the consumer
Automation is a hot concept right now, but don't dismiss it as a passing trend. It frees up your call center agents to be helpful and quick, by letting a tool like Talkdesk take care of boring tasks all by itself. That across-the-board updating we were talking about? Automatic. Those helpdesk tickets and CRM cases? Automatic.
If your call center tool isn't freeing your staff of tasks, what's the point in even having it? Automation also reduces human error, which is never a bad thing, and it improves workflow between geographically diverse locations, which is growing in importance in today's multinational business environment.
In hyper-competitive markets, the little details are what sets you apart from the competition. When your call center support agents are dealing with a customer or client and using a tool like Talkdesk, it will automatically pull up the "little details" from previous interactions, such as support requests, chat transcripts and call logs, giving agents a helping hand by providing both streamlined information and the personal touch.
It's hard to keep things personal and friendly in large organizations, but with a little care and the right choice of tools - and employees - it can absolutely be done. Like Shauna Geraghty, Talkdesk marketeer, says: "Companies need a 360-degree view of the customer so agents can provide personalized service, which is important for customer satisfaction". She's completely right!
Real-time metrics helps with inter-departmental collaboration
People generally don't call your business unless they have a question or something has gone wrong. It's in everybody's best interests to make interaction between departments - whether you're getting information on an order from sales, or handing a customer over to technical support - as seamless as possible.
Real-time updating makes that possible - you don't need to put your poor caller on hold while you update the next person in the chain or worse, hand them over to someone who has no idea who they are or what they want. Your software should take care of all that for you.
Integration is big news in business software today and everyone knows it. It's easy to see the benefits - and implement the systems - when you're looking at an area that gets lots of attention, like sales and their ubiquitous CRMs. But it's the small, less glamorous areas, like call centers and field service departments that risk getting forgotten and ultimately bringing your carefully-oiled business beast to its knees. Don't let it happen to you!