What are CRM tools in a call center?

Learning the tools of a call center

What are CRM tools in a call center

What is Call Center CRM Software?

In recent years CRM software for call centers has seen a huge increase in usage and has resulted in an increase in manpower within a business. Agents in call centers deal with an enormous amount of data and communications needs each day. The global market for cloud-based contact centers is predicted to reach the sum of USD 82.43 billion before 2030 with an annual rate of 21.3% between 2022 and 2030. As part of this industry that is growing rapidly it is essential to have a reliable call center CRM software is an essential requirement. In this article you’ll learn: What are CRM tools in a call center, and the advantages.

What are CRM tools in a call center?

CRM tools in a call center

What are CRM tools in a call center? CRM tools used in call centers are software applications that assist call center personnel monitor and manage interactions with customers, like phone calls, emails and chats. These tools also give agents immediate access to information about customers including the history of their accounts, preferences for contact or open ticket.

Customer relationship management in call centers (CRM) is an application that agents in call centers employ to improve customer experience and improve efficiency. CRM systems at call centers keep data about customers like account information and history of contact. Since they keep the history of a customer, they can be seen as an instrument for managing cases. Agents make use of the information stored within CRM systems to customize customer interactions and to understand the history of a client’s relationship with the company.

CRM systems for call centers are more effective in contact centers when connected to technologies for call centers. This allows, for instance, a screen for CRM to automatically display to the agent every time calls are made to them. This increases efficiency and allows agents to concentrate less on the entry of data and more on aiding customers in solving their problems. Other features that could be integrated include adding automatic contacts (from different channels) to the CRM system as well as creating tie-backs for call recordings that can be played back from within the CRM application for call centers.

Why do call centers need solid CRM? 

  • Handle inbound calls from potential customers as well as current customers.
  • Engage customers by using a variety of options like calls, emails and texts to offer quick and efficient solutions
  • Keep track of every new activity from customers on their profiles. Maintain a top-quality timeline
  • Make sure that important conversations are assigned to the team manager or leader to ensure better resolutions
  • Work with teammates to solve crucial customer issues and address these issues immediately
  • Create reports that will improve future performance

What are the benefits of CRM for a call center?


CRM for call centers can be extremely beneficial if it is implemented correctly. If you’re running a call center, you’ll need to consider the benefits of CRM software in your contact center

  1. Always be there for customers: As a call center your primary job is to ensure that you are available to your customers throughout the day. The majority of call centers are open 24/7. If you have a CRM, it will automatically send calls to the available customer service executives, to ensure that customers don’t have to wait. By utilizing automatic call distribution, you can split the load equally across your team and handle all calls inbound so that it’s simple to assess the performance of your team. A CRM call center application serves as a platform to improve your agents’ efficiency and increase their productivity.
  1. Stay connected with team members: There are always multiple records such as information, contacts, and other data in the call center. When communicating with customers, they may need access in real-time to the information to solve the issue. In this scenario there is no way to find information from multiple sources. Utilizing a CRM call center system can help you work with team members in a way you can collaborate and keep all of the data all in one location. anyone can access the information of the customers whenever they need.
  1. Evaluating employee efficiency: CRM is a great tool to assess the effectiveness of your employees. This can be accomplished by using CRM tools like monitoring activity as well as listening to recorded calls, reviewing sales reports, and many other features. These CRM tools for call centers allow you to know how your team is doing and how many calls they’ve answered and the result of their work. CRM allows you to assess your employees’ performance as well as provide information that can help them improve their performance.
  1. Crucial data for employee training: In the call center setting it is essential that the training be carried out thoroughly. One of the main learning activities is to listen to recordings of calls, as well as looking through chat history, etc. The call recording feature within CRM lets you save recordings to be used in those training classes. Based on the previous interactions with customers You can develop an established process that will assist you in training your new employees effortlessly.
  1. Deliver exceptional customer experiences: The CRM software is a vital instrument to enhance the overall customer experience. Actually the call center industry is designed to improve customer service and increasing revenues. With the top CRM for call centers You can analyze every phase of your business and identify where any issues need to be resolved and examine your support experience. You can call using an outbound software call center therefore, companies need to create a standard that can be used to measure the quality of service provided to customers. Conducting NPS surveys will help you determine the level of satisfaction of your customers which will allow you to simplify the sales as well as CS processes.
  1. Single source of truth for data: CRM is widely regarded as the one-stop solution for all customer and sales support tasks. In addition to its many options One of the major characteristics of the call center CRM is its integration with third party tools. In order to bring all of your data to the CRM for sales from different platforms and effortlessly manage your business. CRM makes your job easier and frees you up to focus on what is most important. This is why it has proven to be highly cost-effective as well as time-saving.

Essential features of call center CRM software

You’ve decided to purchase CRM software to run your call center. What next? Let’s look at the essential features that every customer service CRM must provide.

  1. Efficiently make calls from one place: Cloud-based CRMs come with built-in call features that let you make outbound calls with no any hassle. So, if you’re conducting cold calling in the call center, you will be able to do it within your CRM. There is no need to change to another platform. In actual fact you can select local or toll-free numbers from various countries such as Australia. With the help of virtual contact center software that is suitable for small-sized businesses, you can easily integrate your sales, customer service and marketing functions in one place.
  1. Improve your calling productivity: Traditional phone systems are expensive and time-consuming. They can also be complicated or. A CRM for call centers can automatically dial contact numbers from your chosen activities one at a time. Power Dialer lets you make phone calls using lead lists without having to switch screens. By using this function, you’ll be in a position to automate your calling and make more frequent calls for better connections. The power dialer acts as a task list which will dial one number after the next so you don’t need to manually dial. Additionally, you can make pre-recorded voicemails for calls that don’t get answered.
  1. Multiple communication channels: CRM using a virtual telephone system allows you to manage multiple communication channels from one location. It is also cost-effective. You can receive and make calls as well as send texts and emails to prospects in order to connect more effectively and make it easier to close deals. In addition, you can make use of live chat to answer all of your customers’ concerns and to gather potential leads from the site.
  1. Better team collaboration: The Shared Inbox for Team Inbox feature of CRM to support call centers helps your team to work more effectively. It helps eliminate the stress of working with team members from different teams since everyone has one email. It is also possible to direct leads using a shared team email address to your reps and handle your workload efficiently. In the course of managing multiple customers at different stages, you might need to call in a colleague. You can include the team members in an inbox shared by the team and also make notes of important information to make sure you do not miss opportunities. This allows you to provide fast responses to leads, and also provide superior customer service.
  1. Record calls for training purposes: As we have discussed Call recordings are typically employed to teach new employees. However, aside from that they are also utilized to gather crucial data. This is a great aspect of the CRM software, which can be utilized with built-in calls capabilities. Use these conversations to analyze your team’s interactions, and give valuable feedback on how to improve the quality of their service and sales. This feature can help make your reps more effective.
  1. Integrations with useful tools: When working in the call center, you have to utilize various tools to accomplish different goals. It becomes challenging to keep track of when you have lots of amounts of data. Integrating your CRM across different platforms will save you lots of time since it allows you to keep all your data and files in a single location. Track and manage all your email or phone calls with prospective clients or customers in a single location and be informed.
  1. Get actionable reports: Manually preparing reports can be very laborious and may be in error if you have an unorganized process. CRM includes custom-built sales reports that can be customized. This reduces the need for guesswork and lets you make the right decisions regarding your business processes. Learn about the performance of individual employees and the whole team to identify the top performers and determine those reps that require training. Sales reports will give you an accurate view of your sales goals as well as revenue and team performance. They can help you devise strategies.

Best Call Center CRM Software

EngageBay Best Affordable All-in-One Call Center CRM for Small Businesses
Freshdesk Best Call Center CRM With Powerful Call Workflow Automation
HubSpot Best for Small Businesses Looking For Basic Call Center Capabilities
Pipedrive Best for Inbound Call Centers
LiveAgent Best for eCommerce and Insurance companies
Agile CRM Best for Outbound Call Centers
Zoho CRM Best Customizable Call Center CRM system
Cloudtalk Best for Sales and Support Teams
Genesys Cloud CX Best Dedicated Call Center CRM for Businesses

EngageBay Logo

#1. EngageBay

Best Affordable All-in-One Call Center CRM for Small Businesses

EngageBay is an all-in-one CRM software that includes call center features small businesses and startups can use. 

EngageBay is a complete CRM software that incorporates the call center feature that small companies and startups can benefit from.

The user interface is intuitive and designed to make it simple to navigate through everything faster. If you require assistance in setting things in place, it is possible to request an onboarding service for free. The menu items like your contacts and automated calls are located on right at the very top to allow easy access.

In addition, since it has its own CRM built-in Customer support representatives would be more aware when they call outbound or when a client calls.

When on the phone the reps are able to see all the information regarding a client, including the pages they’ve visited your site as well as the tickets they’ve viewed and phone calls they’ve made in the past and the forms they’ve filled out as well as the products they’ve purchased and more.

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#2. Freshdesk

Best Call Center CRM With Powerful Call Workflow Automation

Freshdesk is a contact center software developed by Freshworks. Based on its capabilities and features it is ideal for calling centers that are inbound.

It’s got a distinctive UI that makes it easier to use. The first thing you’ll see upon registering is their onboarding process. The video onboarding is along with an onboarding checklist that gives you aadvantage when you’re just starting on your journey.

However, since it’s a contact center CRM that allows cold calls It doesn’t come with an internal CRM system. It can be integrated with your CRM, or you can use Freshsales’ own CRM (paid separately) which makes Freshdesk among the top CRMs for Telemarketing.

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#3. HubSpot

Best for Small Businesses Looking For Basic Call Center Capabilities

HubSpot is a CRM all-in-one platform that can be used as a call center service. Inbound calling capabilities of HubSpot are in the process of being developed and you’ll be able to make calls outbound.

Agents can make calls directly to customers via the platform with their VoIP program. The service hub of the platform is integrated with its free CRM for contact centers which means that when an agent calls customers, they will be able to view all information regarding the customer in one place. The fact that all the information is all in one place allows for faster and simpler problems.

Pipedrive Logo

#4. Pipedrive

Best for Inbound Call Centers

Pipedrive is a CRM that focuses on sales and is also being marketed as a CRM that can be used for call centers. software.

It is equipped with its own CRM for contact center software, which means you can import contacts more quickly. Agents have all information about the customer in one pane of glass, so issues with customers will be solved quicker. But I found it to be quite messy with information about the customer everywhere in comparison to others.

It is possible to automate all of your workflows related to call monitoring using one dashboard. The call routing feature requires some adjustments since its workflows are designed to be sales-oriented. You can also contact customers directly through Pipedrive using their built-in dial pad or incorporate an external phone system such as Aircall or Justcall in accordance with your subscriptions.

It also permits recordings of calls and storage of your scripts for calls so that agents are able to quickly resolve issues. you can utilize the recordings to conduct coaching or training sessions.

LiveAgent Logo

#5. LiveAgent

Best for eCommerce and Insurance companies

The most effective call center software for companies operating in online, Insurance, SaaS, and other sectors with an eye towards future growth.

LiveAgent is a well-known helpdesk service used by more than 40000 clients around the world. It provides dependable software for call centers and a variety of advanced features.

LiveAgent provides top-quality capabilities for call centers with a price that is affordable. It is easy to provide excellent services and make sure that you keep your clients content with the variety of automated options and numerous integrations that are available.

The main characteristics of the service are outbound and inbound call center capabilities IVR automatic attendants, ACD ticketing unlimited call recording contact center administration, CRM integration self-service portal, knowledge base, analytics and reports.

Agile CRM Logo

#6. Agile CRM

Best for Outbound Call Centers

Agile CRM can be described as a CRM system designed for small and medium-sized businesses. It’s also promoted as a call center system.

Although it does have a 90s look to it, the automated feature is awe-inspiring when compared to other applications we’ve reviewed. While the call routing feature isn’t as easy as in Freshdesk however, you can work rid of that using tag-based call routing.

Zoho CRM Logo

#7. Zoho CRM

Best Customizable Call Center CRM system

Zoho CRM is a comprehensive CRM system that handles your marketing, sales, and support tasks.

It comes with a built-in telephony feature that allows you to make instant calls, either using your phone or through a third-party application. It can carry basic functions, such as click-to call calls, call pop-ups, as well as notes on calls. For advanced CRM features for call centers it is necessary to incorporate an application from a third party such as Justcall, Ring.io, Aircall and many more and it’s the best CRM that includes a dialer.

It is also possible to integrate it with their own standalone application, Zoho Voice, to get the full features the call center demands. This integration lets you handle calls directly through Zoho CRM, and sync contacts to the CRM and create advanced workflows for your calls.

Cloudtalk Logo

#8. Cloudtalk

Best for Sales and Support Teams

Cloudtalk is a cloud-based call center system for support and sales teams.

It’s a standalone software for call centers, therefore it doesn’t have a CRM system. However, it can be integrated with your CRM of your choice. It is compatible with the most popular CRMs like HubSpot, Pipedrive, Salesforce Zoho CRM, Microsoft Dynamics 365, Copper, and Freshsales. Through these integrations, your employees will be able to see the complete customer’s perspective when they talk to customers.

Its IVR system directs callers through various dial-in options and then directs them to the correct department or agent that will provide them with specialized assistance. You can also establish various routing criteria based upon your needs.

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9. Genesys Cloud CX

Best Dedicated Call Center CRM for Businesses

Genesys Cloud CX, formerly known as Genesys Cloud, is a dedicated CRM for call centers that has robust call center CRM features.

With Genesys you will receive outbound tools to call centers and outbound call center tools cloud telephony, unified communications and automatic call distribution (ACD) as well as workforce engagement management (WEM).

With Genesys it is possible to collect information about your customers across all interactions and then analyze the data to create customer journeys.

Frequently Asked Questions

What are the three main tools of CRM?

  • Contact Management Tools
  • Communication and Collaboration Tools
  • Reporting and Analytics Tools

How do CRM tools help call centers improve customer satisfaction?

CRM tools assist call centers to improve satisfaction of customers by providing call center agents with an all-round view of every customer’s needs, which allows for individual service, as well as prompt follow-ups and keeping an account of all interactions to be used as a reference.

What role do reporting and analytics play in CRM for call centers?

Analytics and reporting tools within CRM help call centers keep track of the performance of key performance indicators (KPIs) and discern trends, and take informed decisions based on data. They assist call centers in continuing to enhance their processes and enhance customer service.

Can CRM tools integrate with other call center software and applications?

Yes, many CRM software tools are built to work with other software for call centers like automated calls distribution (ACD) systems as well as knowledge bases or reporting instruments. Integration facilitates the flow of information and improves efficiency.

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