Get to know Zoho CRM

Do you know what is the biggest challenge of call center or telemarketing manager ?
Managing people is the most challenging task for them. Without a help from technology, it wlll be almost impossible to manage performance improvement. One of the breakthrough is to apply CRM + telephony system.

CRM can simply standardize the operations as well as automate it to get lots of efficiencies;

1. Script on Board. Good telemarketing or call center system captures all routines and script for their agents to ensure best quality and approach to greet customers as well as offer the product
2. Programmable workflow. Lead capture, verification, validation and funnel process is the most common business process applied in good CRM. It requires lots of agents to process and also stages. CRM may eliminate paper works and reduce processing time between stages
3. Strict to SOP. Good CRM can embed your business SOP to ensure your agent with minimum technical knowledge can start the work as telemarketing agent as quick as possible. Even with less training.
4. Dialer and IP PBX on CRM. Integration with telephony system improve agents productivity. One case of ZOHO CRM implementation for an insurance agency in Jakarta has doubled  the conversion rate from 20% to 40%. They use single click to dial leads phone number. In the mean time they also enjoy the benefit of VoIP telephone cost reductions

At the moment the agency is developing a way to reduce the cubical further. By using thin client, wireless LAN and light desks they expect more agents in same room space without deteriorating their working climate.