Virtual call center combined with CRM – The most effective telesales management solution.

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A virtual call center solution combined with CRM helps telesales work more effectively, increasing customer satisfaction and creating a professional image in the eyes of customers. In an era where customer service is a crucial factor, investing in this area is even more important.

Many businesses have begun to look for call centers with features to manage and improve employee performance in customer care. Let’s explore this topic with OMICall below!

What is a virtual call center?

A virtual call center is a type of voice service using a modern IP platform that provides customers with high-quality calls at a low cost.

This service is very simple to install and configure. Businesses only need to equip themselves with IP phones or install the application on a smartphone. Alternatively, they can utilize existing analog phones and connect them to a VoIP Gateway device to start using it immediately. Equipped with features similar to a professional call center without the need for an expensive physical call center system.

Virtual Call Center with CRM Integration

A virtual call center solution combined with CRM will be a suitable solution for businesses looking to improve sales efficiency, increase customer satisfaction, and project a professional image in the eyes of customers.

CRM is an approach that helps businesses improve existing customer relationships and acquire new customers faster. When discussing a call center with integrated CRM, these benefits cannot be overlooked:

• Quick access to information
• Enhanced internal communication
• Increased sales opportunities
• Reduced operating costs
• Improved customer satisfaction
• Effective sales
• Detailed, clear, and personalized reports

Whether a business has 3 employees or 300, managing and optimizing the performance of each individual is essential. Having a standardized team with clear processes will lead to smoother and more efficient customer service.

OMICall call center helps businesses keep up with the digital technology trend of Industry 4.0.

Accurate Telesales performance management

Owning a virtual call center combined with CRM supports most call reports on the software. This helps managers easily control and evaluate the effectiveness of employee calls.

• Call statistics by day/week/month
• Call reports by purpose (outgoing calls – incoming calls)
• Call reports by call outcome
• List of missed calls
• List of scheduled calls

It can be said that the most important aspect of managing a telesales team is having a truly detailed and clear report. This helps to accurately record work results, reflect the current situation, and find optimal solutions.

Intelligent Call Distribution Feature

Why is this feature important for enhancing customer experience? When a call comes in from a customer already stored in the system, the software automatically identifies and displays all previously saved information about that customer.

The call receiver can see the saved information and interact with the customer proactively. In addition, when receiving a call from a new customer, the software also allows the employee to enter and save information during the exchange.

This function helps Sales/Telesales staff quickly identify existing customers, so that sales staff have enough information to advise customers according to their needs. Simultaneously storing new customer information helps optimize customer data management.

Suitable for businesses with multiple branches.

One of the outstanding features is the allocation and routing of customer calls to the appropriate branch or consultant in the following situations:

• Customers belonging to a particular branch will be directed to that branch.
• Customers who are served by a particular employee will be prioritized for that employee’s next call.
• Expand and adjust call routing rules as needed. For example, route calls based on the employee’s expertise, specialization, and skills.

This feature completely solves the problem of directing customers to sales staff, eliminating the situation where multiple staff members advise the same customer. At the same time, customers calling will always be routed to the staff member with the skills and expertise best suited to their specific needs.

In conclusion

With the features of a virtual call center combined with CRM, we hope to help businesses optimize operating costs, save time, optimize reporting, and bring success to all business strategies.

OMICall is always ready to advise, support, and provide all the benefits for your business!

VIHAT TECHNOLOGY Co., Ltd

Headquarters: ViHAT Building – 06 Street No. 16 (Him Lam Residential Area) – Hiep Binh Chanh Ward – Thu Duc District – Ho Chi Minh City

Hanoi Branch: Floor 15, LADECO Building, 266 Doi Can, Ba Dinh, Hanoi

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