In retrospect, I think the CRM software eliminated sleepless nights – for me, security of customer data was always the most critical factor. The validation widgets and customized interfaces ensured that information could only be created, viewed and edited by the assigned people. I had access to a 360 degree view of each prospect, customer and partner with real-time information on our inventory.
Making effective use of every second on a live call differentiates the wannabes from the talented agents, opportunities to up-sell and cross-sell after accurately addressing a customer's issues are usually successful. I believe, CRM solutions at call centres have provided unobtrusive assistance for optimal performance and helped to boost revenues.