What is CRM Call Center? Best CRM Software for Call Center

Are you searching for a better CRM call center for your business to streamline your communication process? If yes, then you have come to the right place. In today’s highly competitive business landscape, call centers face tremendous pressure😞 to provide excellent customer service while maintaining efficiency.  

As reported by Straits Research, the global cloud-based contact center market size was valued at USD 14.5 billion in 2021 and is projected to reach USD 82.43 billion by 2023 at a CAGR of 21.3% from 2022 to 2030.

As a part of this high-growth industry, it is essential to have a robust call center CRM software. 

In this blog, you’ll learn about the definition of a CRM call center, its Benefits, Features, and the best CRM Call Center Software. 

What is CRM Call Center?

CRM call center is a specialized software designed for the call center that helps to manage and facilitate interactions between a company and its customers through telephone calls. The main purpose of CRM is to increase the customers’ happiness and overall experience by effectively managing inquiries, resolving problems, and building positive relationships with the customers.  

It includes software tools and functionalities for improving and streamlining customer services such as incoming and outgoing calls, tracking customer information and history, and providing support agents with relevant data and resources to help the customers. 

What are the benefits of CRM for a call center?

A well-implemented CRM system for a call center can benefit the organization in many ways. In case you are new to the call center industry, you can take a look at these benefits.

• Improved customer service: CRM improves customer service in call centers by centralizing and managing customers’ data. With instant access to plenty of information, call center agents can provide personalized and effective service. It also improves customer service and strengthens the client’s relationship with the company for long-term success.

• Improved cross-channel communication: It enables businesses to seamlessly interact with various communication channels such as emails, messages, phone calls, and social media. By integrating these communication channels into a unified communication ecosystem, businesses can offer a consistent and seamless experience by integrating various channels into a single communication ecosystem.  

• Enhanced collaboration: It is a vital aspect of effective call center operations. Agents can work together to solve complicated problems, exchange information with ease, and update clients’ records instantly with CRM software. By simplifying problem-solving procedures and giving agents access to the most recent data and insights, real-time collaboration enables agents to respond to client requests swiftly. 

• Increased sales opportunities: Integrating CRM in a call center provides a major benefit of increasing sales opportunities. CRM systems help to provide useful insights into the buying behavior and preferences of customers by carefully documenting client interactions and preferences. The salesperson can carefully recognize opportunities for upselling and cross-selling goods or services. 

However, implementing CRM in a call center can be challenging too. Some of the challenges include:

• Integration Complexity
• Data migration issues
• Maintaining data quality
• Selecting the right solution

5 Best CRM Call Center Software in the Market

Currently, there are numerous CRM call center software available on the market. It is therefore not easy to choose the right one. You must be sure about picking the one that’s better with the most important feature that fits your budget.

To help you pick the one that fits your needs, here is the list of the 5 best CRM call center solutions characterized by features and pricing. 

1. KrispCall

KrispCall is one of the best CRM call center software that offers a wide range of CRM call center solutions that meet various needs such as Phone Tree (IVR), inbound and outbound call center solutions, auto dialer software, call recording, call analytics, virtual call center solutions, VoIP call center software, and many more. 

Its unique solution ensures crystal-clear audio quality to improve communication between agents and clients. It also seamlessly integrates with other CRM systems like PipeDrive, Salesforce, and HubSpot, and offers a unified platform for managing customer interactions, tracking performance data, and providing excellent service.  

KrispCall’s complete call management tools, alongside noise cancellation, enable call center managers to optimize workflows, track key performance metrics, and make data-driven decisions for continuous improvement. 

KrispCall Features

• Inbound call center solutions: Improve customer satisfaction by personalizing interactions based on industry-specific solutions  
• Outbound call center solution: Increase sales and conversion rate by monitoring real-time performance
• Phone Tree: Handle calls efficiently, Transfer a call to the right person
• Call Analytics: Analyze all teams’ & agents inbound & outbound call performance
• Scalability: Adapt resources up or down as your needs 

💰 KrispCall Pricing

What our customers are saying?

Good choice if you travel a lot. Could connect with my team easily from mobile phone. Also some features are great for if you share clients and contacts. You get to see what’s happening with your clients in the app and work together with your team to get clients onboard.

Amanda Wong, Independent Consultant

2. Zoho CRM

Zoho CRM is another call center CRM software that manages your sales, marketing, and support functions. It is a comprehensive customer relationship management solution that enables organizations to optimize sales processes, increase customer interactions, and accelerate growth. Its user-friendly interface and customizable capabilities allow organizations to manage leads, contacts, and sales. 

Zoho CRM effortlessly connects with other Zoho apps and third-party software providing a unified ecosystem for managing all aspects of client relationships. 

Zoho CRM Features

• Call reporting analytics
• Free trial 
• Sales pipeline management
• Integration with other Zoho products and third-party software

💰 Zoho CRM Pricing

3. Agile CRM

Agile CRM is a versatile customer relationship management platform that enables organizations to streamline customer interactions and boost growth. It includes advanced automation features such as workflow management and autoresponders enabling businesses to automate monotonous processes while focusing on important projects. 

It allows you to integrate with third-party telephony apps such as Twilo, and RingCentral. You also can add context-based call scripts depending on the rules you set. 

Agile Features

• CRM reporting
• Auto dialer
• Call recording
• Call Scripts

💰 Agile CRM Pricing

4. Pipedrive

Pipedrive is another CRM call center solution offering services like sales software, email marketing software, and integration opportunities. Some of the automation capabilities such as email integration, contact management, and activity tracking enable users to stay organized and focused on closing business. 

It also provides a simple interface with third-party apps and services, increasing flexibility and scalability to fit the unique needs of the businesses. 

Pipedrive Features

• Workflow automation
• Free trial
• Easy setup
• Built-in-phone to make calls instantly from your CRM

💰 Pipedrive Pricing

5. RingCentral

RingCentral is a call center CRM software that is a cloud-based communication and collaboration solution suitable for businesses of all sizes. It provides a comprehensive set of communication tools such as voice, audio, message, and conferencing solutions, enabling businesses to improve their communication and increase productivity. 

Its scalable and flexible features allow businesses to adapt to the ever-changing communications needs making it the preferred choice for the small-sized business to large-sized business. 

RingCentral Features

• Seamless omnichannel routing
• Video conferencing
• Call management
• Auto attendant

💰RingCentral Pricing

What are the features to look for in a call center CRM software?

Call Center CRM solutions are wide-ranging and include standard CRM features such as call routing, ticketing systems, virtual dialers, and IVR integrations. 

However, choosing the best call center CRM software depends on your unique business needs. Here are the features to look for in a call center CRM software:

CRM Integration

When considering the call center CRM software, integration capabilities are crucial. Always look for software that integrates seamlessly with various tools and systems such as email platforms, helpdesk software, and marketing automation solutions. 

This integration ensures seamless data flows between departments and systems, allowing for a unified view of customer interactions and smooth operations. CRM call center integration enables the automation of the process and the sharing of insights across the organization, increasing efficiency and improving the overall customer experience. 

Call Routing

Call routing routes the incoming calls to the relevant agents and departments based on predefined criteria such as caller phone numbers, IVR selection, or agent availability. Effective call routing ensures that callers are swiftly connected to the right agent who can meet their needs, lowering the waiting time of the customers.

Advanced call routing features such as skills-based routing and intelligent routing algorithms improve efficiency by connecting the callers to agents who can answer their queries effectively. Call center CRM software that uses call routing can improve call-handling operations, increase agent productivity, and improve customer service experiences.

Call Recording

Call recording is an essential feature of CRM call centers as it allows businesses to collect and save audio recordings of clients and is used for multiple purposes including quality assurance, training, and conflict settlement.

Also, call recording provides valuable training opportunities, allowing new agents to listen to real-time customer interactions and learn best practices from experienced team members.   

Reporting and Analytics

Reporting and Analytics are critical components of call center CRM software, giving important information about performance metrics and customer interactions. These features allow call center managers to monitor call center KPIs (Key Performance Indicators) including call volume, average handle time, first-call resolution rate, and customer satisfaction scores.

Also, managers can use this data to identify trends, pinpoint areas for improvement, and make data-driven decisions to improve operations and service quality. Powerful reporting and analytics capabilities are vital for driving continuous improvement, increasing productivity, and providing outstanding client service in a call center atmosphere. 

How to Choose the Best CRM for your Call Center?

Choosing the best CRM for your call center software involves several factors looking at your business needs and objectives. 

Here are some factors that will help you select the best CRM tools for a call center that align with your business needs: 

• Identify your needs: Always identify the needs and objectives of your company before choosing the right CRM for your call center such as identifying key areas of focus, like managing customer contacts, tracking and developing sales leads, or improving customer services. Identifying these goals helps to cut down alternatives and focus on the CRM solution that aligns with your unique needs and priorities.

• Consider Integration: Integration is an important factor when selecting CRM for a call center. To streamline workflows and maximize efficiency, effortless integration is essential with existing tools and systems used in your organization. You also can centralize data management, improve collaboration across departments, and enhance business productivity. 

• Evaluate scalability: It’s essential to consider how the software can adapt and expand alongside your business. Selecting the CRM that scales successfully, you can ensure your call center continues to run smoothly and efficiently as your company grows, eliminating the need for periodic software upgrades or migration.  

• Review User Interface and Ease of Use: A user-friendly interface with simple navigation and clear design can significantly impact the efficiency and productivity of your call center. CRM systems with straightforward interfaces allow users to adapt and start using the software effectively and quickly. Also, the ease of use of the software tool reduces the possibility of errors and increases customer happiness.  

• Evaluate costs: Always look for both up-front such as licensing and customization as well as ongoing costs like maintenance and support when installing CRM software in your call center. To ensure the selected one fits your budgets and business objectives, compare pricing, and models, and evaluate possible return on investment. 

Wrapping Up

CRM call center solution helps your call center to deliver personalized service, increase efficiency, and develop a stronger relationship with customers.  Businesses should empower call center CRM software to get valuable insights from customer interactions, and engagements, and help to build long-term loyalty towards customers.

KrispCall stands out as the best CRM call center software as it offers 😮powerful features such as crystal-clear audio quality, call analytics, call recording, auto-dialer software, and many more. So, if you are looking for the best CRM call center solution, you need to check out KrispCall.

FAQs

How does CRM benefit the call center?

CRM benefits the call center by improving customer service through personalized interactions, increasing efficiency through streamlined workflows, providing valuable insights into customer needs, and enabling communication across various channels.  

Is call center CRM suitable for different industries?

Yes, call center CRM is suitable for all kinds of industries. 

Can CRM call center scale business growth?

Yes, CRM call center scale business growth by optimizing customer interactions, improving efficiency, and building stronger relationships with customers.  

What is CRM call center management? 

CRM call center management refers to using CRM software to enhance agent efficiency and improve customer experience in a call center.

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Arun Chaudhary

Arun is SEO Analyst at KrispCall. He has written in extensively in the field of cloud telephony and call center solutions.