Contact centers in India have long since understood the need of being customer centric. This is the only way to get customers to stay loyal. However, maintaining this customer centricity is not an easy task. It takes a lot of integrated functions; technology and software for these call centers to stay on top of their game.
What should CRM systems provide?
The key aspects that customer contact centers in India need to maintain in order to be in the lead are:
First class customer service: Existing customers should be nothing short of delighted with them.
The ability to expand their reach: New customers should be reached with ease and effectively.
Constant performance improvements: Performance should be evaluated from time to time and improved accordingly etc.
The customer relationship management system in question should be able to assist customer contact centers in these areas without any hassle. A CRM system from a good vendor will have all of this covered.
IP telephony
A good IP telephony network is crucial for seamless communication that transcends barriers of time. Having said that, it is not only important to have 24 hr connectivity to run customer contact centers that are effective and very competitive. It is also important that the network in question is effective. This effectiveness will go a long way in contributing to how efficient the entire operation is. IP telephony can be very useful in aiding with supply chain management, enhanced customer service and even in decision making at a corporate level.
Unified communications
A unified communication network is extremely important in order for customer contact centers to function seamlessness not only across various functions but also across various locations. A communication system for a call center should be able to work without any kind of glitch irrespective of the network, location or the device. A good communication system will provide all this and much more. It will also provide the customer center with a secure and reliable system that can be depended on.