Best CRM for Call Center

Customer relationship management (CRM) call center software tools not only offer tools for contact and lead management—they also have telephonic features that allow you to manage and track calls, as well as generate call-centric analytics reports. The best CRM for call centers offer these features at an affordable price point. We compared dozens of call center CRM systems and narrowed it down to our top seven.

Our top picks and their best uses cases include:

  • 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 CRM: 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

One time, a customer called Spothero’s customer support because he had reserved a parking spot but found someone else parked in it. Megan took the call. “I am sorry, we’re a young company. We have some glitches, but I’m here to help,” she said.

“That was not the right answer,” Megan says. “I don’t know what the right answer was, but it was not that.”

The customer was angry. He screamed and called her inappropriate names. She immediately went into shock and put the phone down. She then ran 13 blocks to Lake Michigan to just let it all out. All of this was too much for her—the angry customers and the demands of her job.

But that’s just the tip of the iceberg of what call center agents and customer service reps go through.

So when I asked Craig Anderson, founder of Express Dentist, what he valued the most in a call center software, I was not surprised. Ease of use was the first thing he mentioned. 

“The software needs to be easy to use and navigate so our agents can find what they need quickly and efficiently,” he said.

Figuring out how to use software should be the least of your agents’ worries. So I signed up for each tool to test their features and give you all the critical details you need to know before investing in a call center CRM software.

In this blog post, you will learn:

  • Which CRM software are the best for call center users
  • Which type of business do they serve best
  • What features you should look for in a call center CRM

Features To Look For in a Call Center CRM Software

Call center CRM solutions are feature-rich. They pack common CRM features with call center features, like advanced call routing, ticketing systems, virtual dialers, and IVR integrations.

But choosing the ideal call center CRM software depends on your needs. The features an inbound call center requires differ slightly from those of an outbound call center.

So I spoke to Craig and Edith, who highlighted a few key features based on their experience that you can start looking out for in any software. Craig Anderson is the founder of Express Dentist while Edith Matos is the Hotline Director for Drug Helpline.

Call Routing

Call routing is a feature that connects customers to the right agent who is available, capable, and better skilled to assist them. This feature helps reduce caller wait time and prevents customers from being transferred to multiple agents before talking to one who’s capable of helping.

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 provides call routing functionality. But it all boils down to how flexible they are to meet your specific needs.

You might need skill-based routing where the next call is routed to agents with the specific skill set needed, but the software only allows direct call routing. So be sure to test the solution before fully integrating it into your workflow.

CRM Integration

Call center software integrating with CRMs helps your reps quickly access customer data and history in real-time. Customers wouldn’t have to wait to be served while your reps or agents are retrieving the relevant customer information. For Craig, call processing even became 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 comes with inbuilt CRM features. But for general contact center solutions, you’d have to integrate them with a third-party CRM.

Call Scripting

Call scripting is a way to provide agents and reps with the appropriate words to use during calls without them having to remember them all. The call scripts can act as outlines reps can use in any circumstance.

And when everyone has the same script, customers get a consistent experience no matter which agent they talk 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.”

Call Recording

This feature captures a recording of a call with a customer. These recordings can then be reviewed to determine if agents are providing the right information or following workflows. The recordings can also be used to train agents and reps during coaching sessions.

“It’s a valuable quality control tool, allowing us to listen to calls and identify areas where agents could improve their performance. It also helps in training new staff.” ~ Edith Matos, Hotline Director for Drug Helpline says.

Reporting and Analytics

Reporting and analytics help you make informed decisions based on the data collected. You can identify whether you have a seamless workflow, training opportunities, or just check the overall team performance.

Leave a Reply

Your email address will not be published. Required fields are marked *