Why should you purchase a CRM? Call center reps are ridiculously more efficient with lead management software!

What’s a typical day look like at your call center? It’s probably similar to a trading floor in the 1920’s: little bits of paper flying around the room, bodies jumping over each other, complete and utter chaos everywhere (okay, maybe not that bad). But if you want to get things more organized, it’s time to make the transition to utilizing a CRM. Call center lead management depends on it.

Giving your staff the tools to manage leads makes a huge difference in productivity. With right software in place, your call center will convert more leads with less work.

How to take advantage of your CRM: call center tips for lead on-boarding

Do you find the hardest part of managing leads is the beginning stages? There are quite a few steps to take before the actual follow-up:

  • Retrieving the lead from third-parties, telemarketing, or quoting systems.
  • Uploading the person into the workflow process.
  • Assigning a salesperson to answer the inbound call or dial an out-bound call.
  • Transferring contact information from lead partners.

All of these steps take place before the follow-up. Is it safe to say that a lot could go wrong without proper organization?

Here’s the good news: investing in a CRM for call centers will smooth out the bumps in your workflow.

Imagine this:

A lead fills out a web form, and it uploads into your workflow. The lead is ready to assign instantly, so the manager sends it to Tim, a sales rep. Tim receives a notification to follow-up. If Tim is unavailable, the lead gets automatically assigned to a new person. If follow-up doesn’t occur with a certain time-frame, Tim receives another reminder to make the call.

How to take advantage of your CRM: call center tips for better follow-up

Once a lead is in the system, the follow-up process becomes more streamlined. The system keeps your sales team on track with automated reminders, calendar updates, and daily assignments every day.

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client-managerKeeping track of leads is an important aspect of every call center. Want to take your conversions to the next level? Schedule a free demo of our lead management software and turn leads into customers with less work!

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And get to the point: call centers rely on speed. How fast can you dial that number? When you have a boatload of calls coming in and a long list of calls to make, efficiency is a top priority.

With Blitz, your sales reps have the ability to organize their follow-ups, but also make them happen faster.

  • Our system has auto-dialers built in. A scheduled follow-up will automatically prompt the sales rep to make the call. No manual reminders are needed.
  • When a lead calls in, their contact information will pop up on the computer screen. Your sales rep can simply click to answer or dial out at any time. No more manual dialing.

How to take advantage of your CRM: call center tips for more conversions

Finally, with the onboarding process and the initial follow-up complete, Blitz is ready to close deals. We’ve included workflow resources your salespeople can use to measure progress with a sale.

The best part: our features are designed to adapt to your unique process. You can customize which points in the sales process are important to track, and then generate reports to see the current statuses of your leads.

Managers have the ability to sort, filter and view reports for valuable insight. They can also use this feature to target specific groups for promotions, cold calls, or other marketing initiatives.

  • Staff members can add pipeline updates to individual leads.
  • Managers view where leads are located in the pipeline and run reports.
  • The system notifies staff members of neglected leads.
  • Notes on leads are kept in one place so everyone can reference them.

One reason to invest in a CRM: call center reps work better as an organized team

With a CRM like Blitz under your team’s belt, teamwork flow becomes that much easier. Everyone knows what to do when they arrive to work. There’s less room for confusion with lead assignments and follow-up. Salespeople have the tools to make higher sales quotas over the phone. And they have a clear indication of what the next steps are in the sales pipeline.

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client-managerKeeping track of leads is an important aspect of every call center. Want to take your conversions to the next level? Schedule a free demo of our lead management software and turn leads into customers with less work!

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Hey there! What did you think about our tips for lead management via a CRM? Do you have thoughts on how call centers can use these tools? Share your opinions with us!