1 / 17

CUSTOMER RELATIONSHIP MANAGEMENT

Read the following information.

Cacti
Download Presentation

CUSTOMER RELATIONSHIP MANAGEMENT

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. English For Call Centers

  2. Agenda: FACE-TO-FACE class ZOOM meeting Warm up activity PPT presentation Exercises Video Padlet activity

  3. WARM UP activity QUESTIONS & ANSWERS

  4. Objective: By the end of the class, students will be able to identify the importance of the relationships with customers and how to manage this through a system, working in groups.

  5. Topic:

  6. Customer Relationship Management (CRM) is a call center technology solution that provides employees with access to account information and history instantly, which allows them to help customers with up-to-date and relevant information during support. This helps agents provide a real-time, personalized customer experience across all channels including voice, web and social.

  7. Call Center Customer Relationship Management (CRM): It also refers to a software tool that call center agents use to enhance the customer experience and increase efficiency. Because they store history, they may be viewed as a case management tool. Agents use the information in CRM systems to personalize customer contacts and understand a customer's history with the company.

  8. Advantages: Call center CRM software lets contact center agents access information quickly – and in real-time – to supply customers with relevant information during telephone and other support channels. With this knowledge on-hand, agents – and customers – can save time that would otherwise be spent collecting the same information a customer had already provided previously.

  9. Benefits of Call Center and CRM 1. Centralized Customer Data Before the start of a call, call center agents will have all the relevant data about customers at their fingertips. Agents will know who the customers are and what they want based on past call history. This will not only make the call shorter and more productive but also enable the agent to serve the customer in a more personalized manner.

  10. 2. Strategic Planning Call Center CRM solution will provide management tools aided by real-time data that can be analyzed to optimize the performance of the organization. By monitoring data sets related to call volume, case times, up-sell rates, revenue per call, etc. managers can devise strategies to retain clients and augment sales.

  11. 3. Automated Case Escalation Serve customers in the queue with the highest priority first. There are always cases that demand immediate attention. Hence, a tool that can automatically route a call to the relevant customer rep is necessary. With the click to call SugarCRM feature, calls can be transferred from one agent to another swiftly and smoothly.

  12. 4. Employee Evaluation A call center simply cannot afford to have employees who are lazy or are not serving customers with sincerity. With Call Center CRM software, managers can keep track of the employees who are performing well and can arrange training sessions for those who aren’t.

  13. 5. Integration With Other Software Call Center CRM integrations with third-party software are easy and seamless. This results in increased productivity and enhanced efficiency. With better coordination among sales, marketing, and customer service departments, the redundant task of opening multiple systems to find customer information is eliminated.

  14. GROUP ACTIVITY Listen to the instructions…

  15. Let´s practice… 1 queue / screen pop A. The representative couldn’t read the ________________________________ with the customer’s information. B. Customers were left on hold due to a problem with the _____________________. 2 threshold / callback A. When wait time reaches a certain ______________________________ , the customer can receive a call later instead. B. Most people prefer a ______________________________ to waiting on hold.

  16. VIDEO Let's watch this video: https://youtu.be/hnEQq7kNFWo

  17. VOCABULARY • CAMPAIGN • CRM • DATABASE • EFFICIENCY • MATCH • OFFERING • ORGANIZED • REMIND • RETENTION • STREAMLINE

More Related