Some of the best call center CRM that can be a game-changer for your business operations
What is the best call center CRM?
The best call center CRM focuses primarily on improving productivity and providing exceptional customer service. This platform allows you to connect the customer’s history and your organization. It also facilitates seamless communication, which improves customer experience.
You need a CRM to manage calls in call centers. To ensure seamless customer service, your CRM must also be compatible with your phone provider. While many CRMs claim to be capable of this function, it is only software that can track activity, manage tickets, and automate marketing that will succeed. What is the best CRM for call centers? This list contains the top CRMs that are specific to call center software.
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Call Center CRM Software Features To Look For
Call center CRM systems are feature-rich. These solutions integrate common CRM features with call center features like advanced call routing and ticketing systems. Your needs will determine which call center CRM software is best for you. There are different requirements for an inbound and outbound call center.
Call Routing
Call routing allows customers to be connected to the most qualified agent that is available and capable of helping them. This feature helps to reduce the caller wait time. It also prevents customers being transferred between agents before they can assist them.
For Craig, here’s how important call routing is for Express Dentist:
“Call routing allows us to handle customer calls in a much more efficient manner. When customer response times improve significantly, this translates to happier customers and a boost in sales.”
Many call center software can provide call routing functionality. However, it comes down to how flexible they can be to meet your individual needs. The software cannot handle direct calls routing. However, you might need skill-based routing. This would allow the next call to be routed to agents with the required skill set. Be sure to thoroughly test the solution before integrating it into your workflow.
Call Center CRM Integration
Integrating with CRMs to create call center software allows reps to access customer history and data quickly. Your agents and reps can retrieve relevant customer information in real-time, so customers don’t have to wait. Craig says that call processing has become even quicker.
He said:
“With CRM integration, our call processing became quicker since we no longer duplicate information between systems. Since there’s less opportunity for error, our agents are more confident in the accuracy of the information they deliver. This results in fewer callbacks, greatly reducing handle times.”
A call center CRM has built-in CRM features. For general contact center solutions, however, you would need to integrate them into a third-party CRM.
Call Scripting
Call scripting can be used to give agents and reps the correct words to use on calls without them having too many to remember. These call scripts are useful as outline tools that reps can use for any situation. Customers have a consistent experience with every agent, regardless of who they are talking to.
According to Craig Anderson:
“Call scripting allows us to create a more consistent customer experience. By providing agents with a script to follow, we can be sure they are conveying the same key information to every caller and that they meet compliance objectives. As such, human errors are reduced, call quality is improved, and customers are given a more satisfying experience.”
Reporting and Analytics
Analytical and reporting tools allow you to make informed decisions based upon the data. It is possible to identify if you have a seamless workflow or training opportunities. You can also check the team’s performance.
“Built-in reporting tools help us track KPIs, such as average call length and abandoned calls. This helps us identify trends and areas for improvement.” ~ Edith Matos
Benefits of Call Center CRM Software
A landline phone and answering occasional calls can be sufficient for small retail shops. But a more sophisticated system is needed for businesses with full-fledged customer services teams. Software is needed to assist agents in tracking customer interactions, escalate cases, access knowledge bases, jump between calls quickly, and to monitor and analyze key performance indicators (KPIs) and keep them on track. All these requirements can be met with call center software.
Here are some of the best benefits of call center CRM software.
- Reduce need for hardware: Many cloud-based call centers allow you to use VoIP. You don’t even need to purchase actual phones for your support teams. It is possible to use VoIP phone features with your call center features.
- Support remote and hybrid work: Since most cloud phone systems are internet-based, your teams can easily live and work anywhere they have an internet connection. This can help you achieve a better work-life balance as well as reduce overall costs.
- Increase productivity: Call center software is automated and can be customized for your business’ specific needs. This allows you to reduce the amount of oversight required regarding how calls are received, sent out, or handled. Salespeople and agents can quickly move from one closed case to another. Because you don’t need to hire developers and other information technology (IT), to build and maintain a call center solution, it is very affordable.
- Support inbound sales: This reduces the chance of you missing an inbound sale call.
- Apply automatic routing: You can trust the system to automate a lot for you, including call routing. This helps to reduce the number of staff needed, as well as the workload for managers. Managers can then focus on quality control and training metrics.
- Survey for customer satisfaction: You can use the software to route a caller, after a case is closed, to a short survey to learn more about their experience. This information can be used to help you identify areas and ways you can improve customer support.
- Analyze call data: Without the best software for call center, it is likely that you would need to collect data in a manual manner. The best thing about call center software is the rich data it provides to help you understand the customer journey, satisfaction, and employee performance.
8 Top Call Center CRM Software
The best CRM for customer relationship management (CRM), call center software tools offer tools for contact management and lead management. They also include telephonic features that let you track calls and generate call-centric analytics reporting. These features can be found in the top CRM for call centers at an affordable cost. We compared many call center CRM systems, and we narrowed it down into our top 7.
The following are our top picks, and the best uses for them:
| Freshsales | Best overall for businesses wanting essential calling features for sales enablement combined with an easy-to-use, customizable CRM. |
| Zoho CRM | Ideal option for small businesses looking for a low-cost, operational CRM with call center functionalities. |
| Nextiva | Great call center solution for companies that want robust call center automation tools. |
| Pipedrive | Recommended option for an easy-to-use contact center CRM with workflow automation and call routing. |
| HubSpot | Top CRM for call centers with conversational intelligence features. |
| Voicent | Excellent choice for companies looking for call center CRM systems with advanced features like an auto-dialer, phone surveys, and call routing. |
| Bitrix24 | Suitable for businesses that want call center features combined with project management tools. |
Freshsales: Best Overall CRM Call Center Software
Freshsales by Freshworks, an intuitive CRM, has cloud telephony features such as call recording, automatic inbound routing, click to call functions, call recording, queues, and click-to call functions. Easy-to-use tools for call centers include call recording and analytics on team performance. The mobile app allows you to make calls from anywhere, log calls, and connect them with accounts, contacts, deals, or other people.
Freshdesk Contact Center allows you to access more advanced features for your call center. It is free and only $15 per agent per year. This smart call center software is part of the Freshworks platform and offers additional functionality such as call blocking, vanity numbers, call blocking and abandoned call metrics.
Freshsales is an affordable CRM system that offers basic call center capabilities. This makes it a great choice for small businesses. However, costs for many agents, calls duration, and subscriptions to Freshsales as well Freshdesk Contact Center may rise. You can find more information about the cost of running a call center by using its Call Center Estimator. For basic CRM for call centers, Zoho CRM and HubSpot CRM are better options. They offer more affordable pricing plans.
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Zoho CRM: Best Cost-effective CRM With Call Center Features
Zoho CRM provides a free version with basic features as well as robust, but affordable, paid plans. It also includes a built-in telephone system that allows you to purchase local and toll-free numbers as well as assign unique outgoing numbers. You can use this solution to access Zoho Desk email ticketing, help desk and other features for no additional charge. It can also be connected with other telephony/PBX programs like Ring.io or Amazon Connect.
It is difficult to use Zoho CRM because it offers so many tools. Voicent or Nextiva may be a better choice if you are looking for a simple call center solution that isn’t as complex as a fully-featured CRM.
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Nextiva: Best for Automating Call Center Functionalities
Nextiva offers business communication plans which combine video, chat, phone and other tools into one app. It offers unlimited HD calling, call routing and screen sharing. It does not function as a traditional CRM but has great automation features. You can automatically send surveys to customers after they call, prioritize calls with poor customer feedback and send direct emails to new leads.
Nextiva is an excellent tool to manage business communications, but it may not suit your needs if you require robust customer support. Freshsales and Bitrix24 both offer cost-effective, affordable call center CRM software solutions.
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Pipedrive: Best Call Center CRM With Workflow Automation
Pipedrive offers its own contact center CRM software, which allows you import contacts and automate your calls management workflows. You can easily route calls or assign them to agents, and you can also add important data to your contact records. It allows you to schedule follow up activities based upon the outcome of your last phone call.
To place calls to your customers, you can either use the built-in dialpad or integrate it to third-party phone systems such Aircall or Justcall. Apart from this, the phone has call recording capabilities and storage for your call-scripts.
Pipedrive is a great option for CRM software for call centers, however it lacks native marketing and sales tools in its basic plan. The Standard plan does not offer email templates or workflow automation. But, Freshsales as well as Zoho CRM offer all the same features across all tiers. Nextiva can be used if you are looking for a multichannel communication solution that includes call routing and unlimited HD calling.
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HubSpot CRM: Best Contact Center CRM With Conversational Intelligence
HubSpot CRM provides powerful and easy-to use call center software through its Service Hub. You can help your team improve the customer service quality with its automated tools and insightful analytics reports. You also get a shared email account, live chat software, call tracker, and self-service options. It integrates seamlessly with Aircall (plans begin at $30 per month per user) to provide telephone support to customers.
Through its conversation intelligence, this platform makes it easy for team managers and reps to be coached efficiently. This feature automatically records keywords frequently used and gives transcriptions for voice data in your CRM. Managers can gain insight from this feature to help identify patterns in performance, give feedback, coach reps, overcome objections, and close more business.
HubSpot CRM’s lack of project management tools is one of its weaknesses. Bitrix24 may be the right CRM solution for your business. It offers integrated project management capabilities. Subscription to Freshsales CRM or Zoho CRM are more affordable options.
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Voicent: Best for Advanced Call Center Features
Voicent is an online communication platform that provides a CRM and basic lead management functionality. It comes with tools designed for call centers that improve agent productivity. These include automated outbound phone surveys and IVR. It integrates with many CRM platforms including SugarCRM, Zoho CRM, Salesforce and Zoho CRM.
Voicent has several drawbacks. It doesn’t have a mobile app and there are very few third-party integrations. There are also limited customization options. Voicent also doesn’t offer tools for online marketing campaigns. Additional features such as workflow automation, inbound call center caller ID and email campaigns will cost you extra. Choose Zoho CRM, Agile CRM, or Zoho CRM if you require a CRM with more customization options and phone capabilities.
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Bitrix24: Best for Combined Call Center & Project Management Tools
Bitrix24 CRM software includes integrated project management capabilities that can be used to support specific call center functions. Inbound calls can be assigned tasks within a project. The contact center can automatically generate leads to answer missed or answered calls. To link calls to deals, you can connect your smartphone to your CRM.
This solution is great if you have additional tools that are needed for website design and human resources. The telephonic features of the app allow you to call clients and staff from within your CRM app. Access to relevant contact data such as order details and company information can be done before you make a call.
Zoho CRM offers similar tools to Bitrix24. It also provides tools for managing human resources. Bitrix24’s Kanban board and Gantt charts are the most powerful features in project management. Unfortunately, there is no phone customer service and the interface can be confusing for new users. Freshsales on the other hand offers unlimited support with an easy-to-use interface.
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Frequently Asked Questions
What is call center software?
Call center software automates the flow for both incoming and outgoing calls. Interactive voice response systems (IVR) are a common feature in call center software. They can be used to record greetings, menu options and answers to commonly asked questions.
What are contact center solutions?
A contact center solution can be described as a tool that assists inbound and outbound operations for any call center, or cloud contact center. Many contact center solutions offer the ability to support other important communication channels. This makes them an integral part of a cloud contact center solution.
