DigiPlus

List of contents of this article:

• 1,DigiPlus What is the call center CRM system?
• 2, The main function of the call center system
• 3, How to build a more professional financial call center system

What is the call center CRM system?

Netcom Zhaotong Call Center is a professional CRM and call center system, which can provide customers with perfect customer relationship management solutions. It integrates computer technology and telephone exchange technology, involving multiple subsystems such as IVR (interactive voice), ACD (automatic call allocation system), recording, report, CRM customer relationship management and so on.

CRM system is a customer relationship management system. The full name of the CRM system is Customer Relationship Management, also known as customer relationship management system, which refers to the use of software, hardware and network technology to establish an information system for the collection, management, analysis and utilization of customer information for enterprises.

From a conceptual point of view, CRM usually refers to a marketing system composed of five complementary "functional application components" of sales, marketing, service, e-commerce and call center.

Literally, it refers to the use of CRM by enterprises to manage the relationship with customers. CRM is a business strategy for selecting and managing valuable customers and their relationships. CRM requires a customer-centered business philosophy and corporate culture to support effective marketing, sales and service processes.

Let every customer enjoy VIP service. For example, regular return visits to customers can be set up in the call center system, and the company's marketing platform can be fully accessed, which is called omni-channel communication. Add intelligent robots, which can intelligently filter, automatically mark, and can be operated quickly manually. For return visits and marketing for key customers, it is excellent to complete the conversion.

The main role of call center system

1. Reduce costs In the traditional daily operation of enterprises, it is not possible to There will be some costs to avoid. This includes manpower cost, system cost, call cost, etc.

2. The call center system sends the information entered by the user to the business system.After the business system conducts the specified query, the query results are fed back to the call center system, and the system broadcasts the query results to the user in the form of voice according to the specified format. This can save a lot of time for the seat to answer the same question repeatedly and improve the work efficiency of the seat.

3. It is suitable for financial management, real estate, education and training and other industry services or product telemarketing; holiday promotions, activity notices, enrollment and investment attraction, arrears reminders and other short-term projects that require a large number of outbound calls. Functions include automatic outbound group calls, telephone recording, remote monitoring, customer management, call analysis, etc.

How to build a more professional financial call center system

Through the detected data, analyze whether this batch of data can be used, improve work efficiency, reduce costs, and better reflect the call center Advantage.

There are three ways to build a call center system: leasing, self-construction, and entrusting a third party to build a call center. Enterprises can rent call center seats according to business needs and pay seat fees and communication fees. If the enterprise has its own technical team, it can build its own call center system.

The key points of building a call center system: whether all software functions are open, and whether the number of seats and calls can be arbitrarily expanded. Whether the product is easy to use or not has nothing to do with which industry. It mainly depends on its product interface, whether it conforms to your own usage habits, the logic of function realization, and the later maintenance service.

Outgoing calls include selling products or services, or making appointments, or market research. Telemarketing is mainly to promote products or services to potential customers. Small and medium-sized enterprises can choose the enterprise cloud stuneboard for office applications and pay on demand.

These can be jointly negotiated by users and system integration service providers. A professional call center system integration service chamber will make a visionary evaluation of the enterprise's call center and give the most suitable suggestions for the enterprise based on past experience.

If you choose a self-built call center system, it is relatively complicated and unclear. If you choose Tianrun Rongtong's managed call center, as long as you have a computer, telephone and broadband Internet access.