Posted Date: 10/01/2019
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Call Center CRM Integration to Increase Lead Conversion Ratio

If you are in an IT industry or if you are in an industry that uses the call center solution and CRM system as the tools, then you must have heard a team call center CRM integration In fact, you might be one of the companies or BPOs or call centers that use both of these systems, namely, call center software and CRM solution, but you still don’t have think about getting the Call center CRM integration service. If so, let me tell you this is the must have service for you as it gives so many benefits and one of the biggest benefits of the Call center CRM integration is getting a significant increase in lead conversion ratio. Let me share how it happens, but before that let me brief what the Call center CRM integration is.

When your service provider integrates your call center solution and CRM system in a way that the data in both of the systems are streamlined as well as major features of the one system gets available within another system, it is called Call center CRM integration. It lets the business developers and call center agents access the complete data of the lead which is stored in the CRM system, within the call center software. Alternatively, a business or a BPO can choose to get the call center dialer within the CRM system to run calling campaigns from there.

How Call Center CRM integration Increase Lead Conversion Ratio?

As we all know, all companies store the lead data in the CRM system. On the other hand, the companies run the calling campaigns using the call center software. If the power of these two systems is amalgamated, it can fuel up the lead conversion ration.

Let me share more about how.

Assume that you have integrated both, call center solution and CRM software with the call center CRM integration and your agents are now running the lead conversion campaigns. As soon as a call is connected, a popup window will appear within the call center solution. This window will show all the details related to the lead which is fetched from the CRM system. With use of this available information, the agent can provide a personalized answer and pitch the customer more persuasively. This increases the efficiency of the agent as well as chances to get the leads closed.

Once the call is finished, the agent will make required changes in the lead record within the call center solution which will be reflected in the CRM system automatically. It means the lead data will be updated in both systems without wasting time of the agent. The saved time can be used to make more calls to close the deals.

This way the call center CRM integration help in increasing the lead conversion for any business or company. This will also help in increasing ROI as less time of the agent is involved and more benefits are received.


Author is writing on call center solution and related topics such as, call center CRM integration, VICIDial customization, Asterisk development, etc.


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