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  1. Customer Relationship Management

  2. Agenda: WELCOME Warm-up: Video PPT presentation Practice: Vocabulary Assignment FAREWELL

  3. Objective: By the end of the class, students will be able to identify the importance of relationships with customers and how to manage this through a system, by sharing thoughts on the topic with classmates.

  4. 1. In your own words, what is Customer relationship management?2. Why do you think customer relationship Management is important in the Call Center Area?

  5. Customer Relationship Management (CRM) is a call center technology solution that provides employees with access to account information and history instantly, which allows them to help customers with up-to-date and relevant information during support. This helps agents provide a real-time, personalized customer experience across all channels including voice, web and social.

  6. Call Center Customer Relationship Management (CRM): It also refers to a software tool that call center agents use to enhance the customer experience and increase efficiency. Because they store history, they may be viewed as a case management tool. Agents use the information in CRM systems to personalize customer contacts and understand a customer's history with the company.

  7. Advantages: Call center CRM software lets contact center agents access information quickly – and in real-time – to supply customers with relevant information during telephone and other support channels. With this knowledge on-hand, agents – and customers – can save time that would otherwise be spent collecting the same information a customer had already provided previously.

  8. Benefits of Call Center and CRM 1. Centralized Customer Data Before the start of a call, call center agents will have all the relevant data about customers at their fingertips. Agents will know who the customers are and what they want based on past call history. This will not only make the call shorter and more productive but also enable the agent to serve the customer in a more personalized manner.

  9. 2. Strategic Planning Call Center CRM solution will provide management tools aided by real-time data that can be analyzed to optimize the performance of the organization. By monitoring data sets related to call volume, case times, up-sell rates, revenue per call, etc. managers can devise strategies to retain clients and augment sales.

  10. 3. Automated Case Escalation Serve customers in the queue with the highest priority first. There are always cases that demand immediate attention. Hence, a tool that can automatically route a call to the relevant customer rep is necessary. With the click to call SugarCRM feature, calls can be transferred from one agent to another swiftly and smoothly.

  11. 4. Employee Evaluation A call center simply cannot afford to have employees who are lazy or are not serving customers with sincerity. With Call Center CRM software, managers can keep track of the employees who are performing well and can arrange training sessions for those who aren’t.

  12. 5. Integration With Other Software Call Center CRM integrations with third-party software are easy and seamless. This results in increased productivity and enhanced efficiency. With better coordination among sales, marketing, and customer service departments, the redundant task of opening multiple systems to find customer information is eliminated.

  13. VOCABULARY • CAMPAIGN: is a planned set of activities that people carry out over a period of time in order to achieve something such as social or political change. • CRM (Customer Relationship Management): the practice of building a strong relationship between a business and its customers and potential customers. • DATABASE:  is a collection of data that is stored in a computer and that can easily be used and added to. • EFFICIENCY: is the quality of being able to do a task successfully, without wasting time or energy.

  14. VOCABULARY • MATCH: If one thing matches another, they are connected or suit each other in some way. • OFFERING: a contribution given to for a particular purpose. • ORGANIZED: plans their work and activities efficiently.

  15. VOCABULARY • REMIND: f someone reminds you of a fact or event that you already know about, they say something which makes you think about it. • RETENTION: The retentionof something is the keeping of it. • STREAMLINE: To streamline an organization or process means to make it more efficient by removing unnecessary parts of it.

  16. Laboratory 3.2 Instructions: Create your own work schedule with the below information. You’ll have to fill out the time slots. You’ll have to fill out the calls you’ll have or tasks you’ll be completing at a certain time. This is where scheduling and time management will come into practice. At the end you should have enough tasks with their respective time to complete the 40 weekly work hours. In: 8:00 AM Lunch: 12:00 PM-1:00 PM Out: 5:00 PM Days a week: Monday-Friday Hours a week: 40 hours

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