The Importance of Recognizing Your Phone Calls for Better Customer Engagement

Dealing with customers on the phone in a call center is something that needs more personalizing today as customer expectations continue to go up. They want to connect closer with the companies they deal with since the services or products they buy make up the bulk of their everyday lives. As a result, they don’t want to deal with call center operators who just treat them like another number.

Unfortunately, when your call center doesn’t have all the information they required about a customer, any sense of personalizing goes out the window. An operator seeing basic information about a customer only leads to more formalized customer service.

Wouldn’t it be great to have all the information you need about a customer at your fingertips so you can show you know everything about them? The same goes when you receive a call from an important business contact so you don’t have to guess who it is.

It’s possible to integrate your CRM software in a way where you can receive information about who’s calling as they come in. Here at Tenfold, we make this happen so you never have to second-guess at who’s calling. You’ll also have your call center operating in a way where you deal with customers like loyal friends.

Having Relevant Information in Your Activities Bar

When you use our integrated system, you’ll have an activities bar where you’ll see everything you need to know about the person calling. This is essential when you have to help a customer deal with an issue, or if you’re doing a sales call.

Customers who call to get help with a problem don’t want to have to give out extensive information to identify who they are. While they expect to give out some info for security purposes, having to explain who they are and their prior calls is a major annoyance.

It’s especially bad when that caller made prior calls about solving an issue and the operator has no record of the discussion. Fortunately, with data culled from different sources, you’ll know everything necessary, plus other morsels of information.

Finding Prior Conversations

Thanks to the ability to cull conversations from prior emails, your call center has true detail in prior discussions with callers. Your customers are going to appreciate not having to waste their time explaining a prior phone call conversation, because you’ll already know. It’s rare to find a program that integrates CRM emails directly into a live phone system.

You’ll even have information about prior calls and a basic transcript with other call center operators. Because customers frequently get different operators on the line with every call, they’ll again appreciate you having instant record of who handled the call and what took place.

In the realm of sales, the above is extremely valuable so you can close in on a sales deal.

Leaving Your Own Notes During Phone Calls

To help other call center operators, you can create digital notes during phone calls. These get saved so other operators have access to critical points you make during phone calls. With easy integration, you can type in your notes while you talk to the customer. No more having to grab a notepad and pen to scribble down sloppy notes by hand.

As your business grows, any private phone calls with business contacts makes the above integration more important. As you likely juggle multiple dozens of phone calls and contacts, knowing what’s said earlier helps alleviate confusion and sustain personal business relationships.

Contact us here at Tenfold to find out more about how you can acquire our software so you’ll always recognize your phone calls at first ring.


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Dan Sincavage

Dan Sincavage

Dan is a Co-Founder of Tenfold and currently serves as the Chief Strategy Officer. Dan oversees the Tenfold sales organization, manages strategic partner relationships and works with key enterprise accounts to ensure their success with the Tenfold platform.

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