Relationships are important, both in life and in business. Competition is fierce and customers generally have a lot of choice these days, so building loyalty becomes more and more of a challenge. It doesn’t take much to turn a normally happy and content customer into an angry, fire-breathing monster capable of causing serious harm to your business. Just ask Jeff Jarvis, an unhappy Dell customer who stirred up a whole lot of trouble for the computer manufacturing giant when he created a blog criticizing the company.
Today, most companies know that maintaining good relations is a key step to retaining their customer base. This has lead to the creation of the term Customer Relationship Management, or CRM. At its core, CRM is a strategy that companies use to handle interactions with customers. It is a business philosophy that emphasizes the importance of customer interactions by having specific processes and systems in place to manage each contact.
Information management is at the heart of any good CRM strategy. The more a company knows about a customer, the better it is able to manage that relationship. In the call center industry, specialized CRM software is often used to build a centralized database of customer information. With a good CRM system, whenever a customer phones in with a problem, the call center agent is able to quickly and efficiently find the relevant information about the caller all in one place. This streamlines the process, allowing the agent to address the issue quickly without having to waste time pulling information from various other sources like spreadsheets or multiple databases.
Callers usually appreciate a speedy resolution to their problem, so having a dependable CRM system can dramatically enhance the overall caller experience and improve customer retention.
Many CRM systems these days are very customizable, with the ability to track and record many different pieces of information for each caller, and create detailed reports. This allows a company to better understand the specific needs of each of their customers, and thus improve the overall relationship by offering better, more individualized service.
A complete and comprehensive CRM system combined with a top-notch staff of customer service agents like Tacamor’s can turn your call center into a true powerhouse!
Tacamor has the technology, expertise and staff to build effective customer relationships and improve your customer retention. To find out more, contact us today!