An average day in the life of a call center agent is spent juggling phone calls, toggling between software systems and phone systems, and launching furious searches for customer information. Sales representatives contend with many of these same obstacles as they struggle to respond quickly to customer requests and achieve their sales goals. Time spent on these peripheral tasks greatly reduces the time employees have to engage with customers and excel at their jobs. Below is a look at some key deficiencies that exist within sales organizations and call centers, and twelve reasons why RingCentral CRM integration is the best solution to address those deficiencies.
Identifying Opportunities for Improvement in Customer Service
Sales organizations and call centers cannot afford to lose customers, employees, or valuable time. Unfortunately, many sales organizations and call centers fall prey to these pitfalls because they fail to address operating deficiencies. Some examples of these eye-opening opportunities for improvement include the following:
- Just one poor customer service experience with your company can drive a customer into the arms of the competition
- Sales representatives spend roughly 15% of their time leaving voice mail messages
- Employee turnover in the call center industry is roughly 30 to 45%, or two to three times greater than average
- Call centers lose approximately $9,000 every time a call center employee terminates employment
How RingCentral CRM Integration Addresses Key Deficiencies
By integrating your RingCentral phone system and CRM, your business can provide fast, high-quality service to customers and enjoy continued growth. Below are the top 12 reasons why your organization should integrate your RingCentral phone system with your CRM.
1) Employees can respond to customers faster.
Response speed is one of the greatest predictors of success for sales organizations and call centers alike. Customers are 21 times more apt to pursue a purchase if they receive a phone call within five minutes of submitting an online request. This finding outlines the essential need to expedite the outreach process. RingCentral CRM integration helps sales reps achieve impressive response times by offering one-click dialing and real-time access to customer data.
2) Employees can contact customers with one click.
RingCentral CRM integration eliminates the tedious process of looking up phone numbers in your CRM and manually dialing them to reach customers. By integrating your phone system and CRM, employees can automatically dial a customer by clicking on any customer telephone number contained in the CRM. This enables the employee to focus on other tasks as the phone dialing process unfolds.
3) Companies can greatly reduce the number of misdials that occur.
Misdials are the bane of daily existence for businesses that depend on outbound calling for revenue. Without integrating your CRM and phone system, employees must either manually dial a customer’s telephone number or copy and paste a phone number into the phone system. Fortunately, the one-click automatic dialing process of an integrated system reduces the number of misdials. The potential for error is virtually eliminated as long as the phone numbers present in the CRM are correct and the employee dials the customer by clicking on the number.
4) Customer data is more accurate.
Inaccurate phone numbers are the primary culprit behind misdials. Integration bolsters data accuracy by ensuring that phone numbers in the CRM are current and legitimate. All calls received or made through the RingCentral phone system are automatically logged into the CRM, reducing the likelihood that an employee may enter a phone number incorrectly and perpetuate misdialing.
5) Employees have access to customer data before answering the call.
Having access to a customer’s case history enables sales representatives and call center agents to anticipate a customer’s needs and promptly propose solutions and products that will meet the customer’s needs. CRM integration with RingCentral phones allows sales representatives to know exactly who they are going to be conversing with for the next few minutes. They can view the customer’s purchasing history in conjunction with the customer’s call history, which can be helpful in verifying warranty issues.
6) Customers enjoy a more personalized experience with your company.
Creating a personalized experience for customers without sacrificing efficiency is virtually impossible without RingCentral integrations. Before the advent of system integration, call center agents and sales professionals would either have to sacrifice efficiency by searching for customer data within the CRM or disrupt the customer experience by asking the customer to provide information that they have already supplied in the past. Syncing your CRM and RingCentral platforms enables employees to see who is calling, greet the customer by name, and have a general understanding of the customer’s case.
7) Sales reps can easily view a customer’s call history from the CRM.
Eliminating the need to toggle back and forth between RingCentral and your CRM is a great advantage offered by integration. Sales reps no longer have to leave the CRM to search for a customer’s RingCentral call history. When a sales representative receives a phone call from an existing customer, the salesperson receives a pop-up that contains a summary of the customer’s contact information and case history. This information provides sales reps with a useful context that can be used in generating solutions for that customer.
8) Managers have access to robust call analytics.
CRM RingCentral integrations provide a welcome solution for sales directors and call center managers in search of rich data that will help them bolster productivity. Managers can closely monitor call rates and conversions among employees and can even track upselling among employees. Data-rich reports are easy to prepare, enabling managers to review strengths and weaknesses during staff meetings.
9) New employees can learn their roles and responsibilities faster.
Ensuring that new employees are brought up to speed quickly is a key challenge for sales managers and call center supervisors who battle attrition on a daily basis. RingCentral CRM integration facilitates the training process because new employees do not have to learn how to toggle between systems to search for information. The intuitive interface and automatic pop-ups they receive enable new workers to begin responding to customer inquiries right away.
10) Employees spend more time talking to customers and less time leaving messages.
Syncing RingCentral phones with your CRM reduces the amount of time call center reps spend leaving voicemail messages. Rather than crafting a new voicemail message every time they are unable to reach a customer, employees can select a pre-recorded message and initiate the voicemail message process with just a few clicks. Call center agents can then quickly move on to the next customer. This benefit allows employees to spend 10% to 15% more time engaging with customers and meeting their needs.
11) Colleagues and support staff can fill in seamlessly for absent co-workers.
Integration has become a champion for continuity for organizations with frequent shift changes as well as those that utilize contract workers. Providing employees with immediate access to a customer’s recent activity and history also facilitates the team-based approach used by many sales organizations and call centers. Customers are the ultimate beneficiaries, as they do not have to repeat the same information every time they speak with a different representative.
12) Your repeat business will grow.
Customers who receive fast service, a personalized experience, and prompt solutions are more likely to return to your company in the future. By fostering efficiency and personalized solutions, RingCentral CTI integration with your CRM helps companies expand their book of repeat business and attract new customers.
RingCentral CRM integration offers a comprehensive solution to sales managers and call center supervisors in search of a simple way to bolster employee efficiency and conversions. By providing employees with immediate access to a customer’s call history within the CRM, integration fosters a personalized, productive experience between the employee and customer. The result is enhanced customer satisfaction and a healthier bottom line.
FREE WHITE PAPER: The Benefits of Computer Telephony Integration
Increase outbound calls and conversions with a CTI solution.
Latest posts by Dan Sincavage (see all)
- Tenfold Raises $7.5M in Series C Funding to Expand its Cloud-Based Voice/CRM Integration Platform and Fuel Go-To-Market Growth - October 7, 2019
- Avaya and Tenfold Create Improved Customer Conversations, Enabling Integrated AI Solutions that Amplify Salesforce, ServiceNow, Microsoft Dynamics and Other Leading CRMs - July 31, 2019
- Understanding the GDPR: General Data Protection Regulation - December 6, 2017