Call center CRM integration is the process of integrating two powerful solutions:
- Call center solution and
- CRM software
Integrating these two solutions offer many benefits. Thus, along with call centers, different businesses have also started investing in call center CRM integration. To leverage real advantages of this integrated solution, it is necessary for a business to follow the right steps. Even if a business is using a service from a provider to integrate these two solutions, it is necessary to make sure these steps are followed.
- Select call center solution
The first step is to choose a call center solution if you are not using the one already. Based on your budget and immediately required features, you can select a call center software solution. There are two options for you:
- Open source and
- Proprietary
- Select CRM solution
Similar to call center software, you will also need to select a CRM (Customer Relationship Management) solution if you are not using the one already. In this case as well, you can select any of the CRM solutions based on your need and budget and you have options of open source and custom CRM solutions to choose from.
- Take complete backup
If you are a startup, you can skip this step and step four as well. If you already have a business and customers, keep reading. To save efforts to be added after call center CRM integration, it is necessary to follow the steps mentioned below:
- Take a backup of all details related to existing customers
- Take a backup of all details of all leads
- Make a list of all executives who will work on this integrated solution
You might be using traditional tools to store this information such as an excel sheet or modern tool such as a CRM system. Regardless of the tool, make sure you take a complete backup before initiating the call center CRM integration process. If you are using a call center solution, make sure to take a complete backup of all data it has.
- Call center CRM integration
In this step, call center solution and CRM software need to be integrated with each other. If you are a technical engineer who is going to perform call center CRM integration, go ahead, and integrate both of these solutions.
- Migrate to the new system
Once the call center and CRM solutions are integrated, this is the time to migrate the data to the new system. It means import all customer and lead data into the CRM solutions. Make agent profiles for all team members.
- Test solution
Before start using this integrated solution in real-time, it is necessary to test it for any unforeseen bugs. If you have used the call center CRM integration service from any provider, they will deliver the final solution after testing it. Still, it is necessary to test it for some time before using it in full-fledged
- Training
Once the integrated solution is tested, give complete training to use this solution to your team members. Provide them the material they need to make the right use of this solution.