Telephone Account Management

“Stay in touch with your customers – when they want and when the time’s right”

Stay in Touch with Your Customers

CaontactSuite CRM’s power dialing feature puts your agents in touch with customers with just one click while its automated scripting guides them through each call, ensuring that information is communicated to your customers consistently.

 

Customer calling cycles can be scheduled for each customer as once off or recurring contacts and then presented automatically to a specific agent, or pool of agents for calling when the time comes.

 

The integrated knowledgebase gives agents immediate access to product information, policies and FAQs to help with account management process. The case management feature ensures that your agents can keep customers up to date with the status of their service requests.

 

ContactSuite CRM’s integrated email feature lets you communicate with your customers by email and automatically store the emails with the customer’s account or case.

Improve Retention Rates

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ContactSuite CRM lets agents easily view interactions a customer has had with your business in the past and use this information to guide how they interact with the customer, perhaps offering an upsell or a cross-sell, or creating rapport by referring to a previous interaction.

 

Scripting helps agents follow an account management process that you’ve honed from previous campaigns – one that generates good sales and high customer satisfaction levels.  Scripts can be updated in real-time so improvements can be rolled out continuously as you learn more about what works and what doesn’t.

 

Customers often ask for more information to help with their decision-making.  ContactSuite CRM can automatically email a brochure or website link and schedule a callback in a few days’ time. 

Know How Your Accounts Are Going

mOnline, real-time reports give you an immediate view of agent and account performance, including sales volumes, number of dials made, number of contacts achieved, sales per hour, contacts per hour and even the cost per sale.

 

Case management allows agents to view the status of current open cases while ContactSuite CRM’S workflow engine automatically routes cases around your business teams as they work to resolve issues.  Service levels can be set to trigger automatic escalations when a case becomes delayed.  Cases hold a record of all the information gathered, actions taken and the various communications involved in resolving the case.

 

Because ContactSuite CRM is integrated with Microsoft’s powerful data visualisation tool, Power BI, you can extend your data analysis capability to beyond ContactSuite CRM’s standard reports and mine your data to generate additional insights into your business.

Pay Only for What You Need

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Why spend money on expensive telephone and sales campaign management systems when you can just rent them when you need them?

 

ContactSuite CRM is a cloud-based service charged for on a per seat per month basis with no investment needed in hardware or software.  It runs in a web browser and uses your PC to make phone calls so you don’t even need a telephone.  Just plug a headset into your PC, login to the ContactSuite CRM website and stay in touch with your customers, from anywhere.

 

Calls are routed over the Internet to the node closest to your prospect or customer, so you’ll mostly only pay local-call toll charges.

 

ContactSuite CRM’S call recording feature records every outbound and inbound call and stores the recordings online for as long as you need.  You can use the recordings to evaluate agent performance and most importantly, as a record of each sale or conversation.

 

There’s no need to worry about backing up your valuable data – ContactSuite CRM does it all for you.

 

Use the Tool the Professionals Use

mBy choosing ContactSuite CRM to support your telephone account management needs, you’re gaining access to our 20+ years of experience providing solutions to the contact centre industry.  Our clients, including one of the largest contact centre operations in New Zealand, use ContactSuite CRM to handle millions of customer contacts each year.

 

Other Companies using ContactSuite CRM include energy providers and companies involved in finance and insurance, telecommunications and heath and beauty industries.

Join the ContactSuite CRM team and let your sales agents focus on your customers while ContactSuite CRM looks after the rest.