If Your Call Center CRM & QA Software aren’t Working Together, You’re Doing It Wrong

The right technology is crucial for high-functioning contact centers, and having the right call center CRM is one piece of that puzzle. A CRM, or customer management system, is how businesses manage their contacts with customers. But what about monitoring the quality? That is where QA, or Quality Assurance, comes into play.

So you need to manage your customer contacts, but you also need quality assurance. Can your current CRM software handle this? If you have to run these two operations independently, you’re working too hard — and so are your agents.

Here are Some Particular Benefits of Having a CRM Call Center Software That Allows Both Systems to Integrate and Work Together:

Save Both Money and Time

Your Call Center is what keeps track of every single interaction that happens between your agents and your customers — so why not use that data for your quality assurance metrics? Having a QA system that integrates into your Call Center removes that first step of data collection from the process. For example, recorded calls can go straight from the CRM to the QA and be monitored for quality. No additional work required! In the long run, this saves massive amounts of time and money.

Control Your Data

Instead of having someone else try to compile and sort your data, and decide what is useful and what is not, why not control this step yourself? With the click of a button, you can easily decide what’s important and worth collecting.

CRM Call Center Software: See the Bigger Picture

When multiple systems are operating independently, it is easy for the full scope of things to get lost or misinterpreted. When your CRM and QA software can integrate and work as one seamless entity, the entire online relationship from customers to employees remains in one cohesive stream. Having a completely integrated Call Center CRM system that shows the entire picture will keep everyone on the same page, from consumer to management.

Think outside Your Current Programs

Today, you may have a CRM and QA. But what will you have 5 years from now? You need CRM call center software that is all about integration, rather than separation. The right software will be able to integrate with multiple necessary aspects of your business, and grow and change right along with your business.

If your current call center software just isn’t cutting it or playing nicely with your other programs, contact Nectar Desk CRM Call Center today. Request our CRM software for call center demo, or experience a free trial. You will be happy you did!