Effective call management is a fundamental aspect of running a successful business in today’s fast-paced and customer-centric world. It involves efficiently handling inbound and outbound calls, optimizing communication channels, and ensuring seamless interactions with customers.
By implementing a robust call management solution, businesses can streamline their operations, enhance customer service, and drive revenue. In this article, we will explore the importance of call management and delve into five key reasons why businesses need a comprehensive call management solution.
What is Call Management?
Call management refers to the systematic handling and organization of inbound and outbound phone calls within a business or organization. It involves efficiently managing various aspects of call handling, such as call routing, call recording, call analytics, and integration with customer relationship management (CRM) systems.
By implementing a call center solution, businesses can optimize their communication processes, enhance customer service, and streamline their overall operations. Effective management ensures that businesses can handle calls promptly, provide personalized customer experiences, and maximize productivity.
What is call management features?
Call recording allows businesses to capture and store audio recordings of phone conversations for quality assurance, compliance, training, or dispute resolution purposes.
Analytics & Reporting
Analytics provides valuable insights and metrics about call volume, call duration, call outcomes, and other key performance indicators (KPIs). This data helps businesses measure and improve their call-handling processes and make informed decisions.
Integration with customer relationship management (CRM) systems enables seamless access to customer information during calls, helping agents personalize interactions, update customer records, and manage sales pipelines more effectively.
An auto dialer automates the outbound calling process by automatically dialing phone numbers from a pre-defined list. It saves time, increases efficiency, and allows agents to focus on engaging with customers.
These call management features play a crucial role in enhancing business operations, improving customer service, and maximizing productivity.
Business Call Management Challenges
78% of customers expect businesses to be proactive in every aspect, including business call management. Therefore, mobile phones are not just a communication channel. Instead, they are a communications platform.
Customers have moved on from using laptops and are willing to buy quickly through their mobile phones.
SMEs are constantly looking for ways to improve customer experience. If your business manages inbound and outbound calls, the following are some of the challenges you face daily:
- Lack of budget for establishing a dedicated call center
- Without technical support, agents are unable to handle customer calls effectively
- Customers expect personalized services from businesses
- Customers want to resolve issues quickly, and they are not interested in waiting
- Customers don’t like their calls to be transferred to different people to resolve issues
- Customers prefer to get immediate answers to their questions through WhatsApp or SMS
- Businesses have to deal with IT issues when a call center is involved
- Integrating customer appointments with agent calendars requires complex CRM integration
- Agents can’t provide customer service on the go with desktop-based CRM.
How Sim-Based Call Management Solution Improve Customer Service?
There are many call management software and solution in the market that has been serving business to manage calls. Although they have been doing great, now SIM-based call management is rising up as the best solution for all businesses. SIM Based outbound calls can boot your sales a lot.
Every business has to call customers for telemarketing, sales, and for queries resolution. Companies used to have a landline number connected to a call center that customers called to resolve their issues.
The call center agents would try to resolve customer queries and reroute the calls to specialists when they couldn’t fix them independently.
Telemarketing involves agents calling customers and manually taking notes to convert leads into prospects. Even when computer systems are used for telemarketing data, agents have to manually input the data, which can result in human errors. Customer information is not readily available when agents take incoming calls. This outdated model is not suitable for the modern mobile-oriented business world anymore.
A mobile app-based CRM solution is the best answer for SMEs to provide excellent, personalized customer services with zero investment. It helps agents to get instant access to customer information and managers get analytics about the team and individual performance.
Following are how SIM-based call management solutions can help your business instantly boost the customer experience
1. Calls from a Real SIM Number
Unlike VOIP calls made from a random number, a SIM-based call management solution initiates calls using your actual number, which is your business number.
When placing telemarketing calls, customers prefer to receive calls from real numbers instead of VOIP internet calls. Apps such as Truecaller reveal the owner information of the caller, and your customers will be more keen on picking up the calls.
2. Business Call Recording
You can record customer conversations directly using the call management solution for business purposes. In addition, it helps you to provide better customer service as you can store the call details easily even when the sales team is out of the office.
3. Inbuilt CRM
The mobile app-based call management solution has built-in CRM, which is greatly helpful for agents to derive value from each call made.
There is no need for manual entries. The CRM platform makes it easy to manage agent calendars, collaborate with peers, fetch customer information, and complete the CRM workflows using a smartphone only.
4. Integration with External CRM
The mobile call management solution integrates seamlessly with external CRM for dedicated outbound call services. Your agents can seamlessly manage inbound and outbound calls using the same smartphone.
Such a solution benefits SMEs that can’t afford a separate department for lead generation and sales. Your sales team can perform both activities using their phones and connect to external CRM when required.
5. Principal Call Management Features
Business call management is not just about calling customers. Agents must understand the user requirements to provide valuable solutions to their problems. It makes it easy for them to contact you when they want to buy something.
A comprehensive call management solution can easily manage all these aspects.
6. Integration with WhatsApp And Email
Business WhatsApp is now gaining popularity as large enterprises want to engage with their customers personally. SMEs can also combine CRM with WhatsApp using mobile app-based call management.
You can call your leads and engage with them on WhatsApp, forging a personal relationship. Using multiple platforms such as WhatsApp, SMS, Email, etc., for communication, develop a strong customer relationship.
Benefits of a SIM-Based Call Management Solution
A dedicated solution allows your sales team to connect with customers on the go. It is an excellent choice for SMEs and large enterprises to provide better customer service.
- Zero capital investment
- No need for a laptop/desktop for CRM
- No need for an IT infrastructure setup for SMEs
- High connect ratio
- Reduces recurring CRM costs
- Scale up/down rapidly
- No need to integrate or implement any software/application
- Guaranteed data security
- Increases productivity
- use the plug-and-play app to dramatically improve the performance of your sales and customer service teams.
SIM-based call management solution helps SMEs and large enterprises to provide customized customer service. Here’s how to empower your service agents.
Without adequately managing inbound and outbound calls, companies stand to lose $75 billion annually on average. Sales agents have difficulty accessing customer information in real-time while on the call, which hinders conversation intelligence.
Your organization must have a system to empower your sales team. It helps agents to dial automatically, take notes during calls, get customer information with a single click, and contact customers at the right time. A call management solution helps you to achieve all of the above and more.
A simple, user-friendly, analytic call management solution is what your business needs to boost sales and improve customer service. It enables sales teams to get customer information literally at their fingertips and allows sales managers to monitor and support their teams in real time.
Implementing a comprehensive call management solution offers businesses the ability to optimize communication processes, enhance customer service, and increase productivity.
By investing in a robust call management solution, businesses can gain a competitive edge and achieve long-term success.
Try out Runo the best SIM Based Call Management App for free.
Frequently Asked Questions
Call management is important because it ensures efficient handling of inbound and outbound calls, leading to improved customer service, increased sales, and reduced operational costs. It allows businesses to optimize call routing, monitor and analyze call data, enhance agent performance, and deliver exceptional customer experiences.
In a call center, call management refers to the systematic handling and organization of incoming and outgoing calls. It involves various processes such as call routing, call recording, call monitoring, call analytics, and integration with CRM systems. The goal of call management in a call center is to streamline operations, optimize agent performance, and provide high-quality customer service.