Dynamics CRM Call Center: Front-End and Customer Service

By Linda

CRM stands for Customer Relationship Management. Dynamics CRM call center refers to an environment of technologies to manage interactions and relationships for call center agents with customers. CRM involves collecting and analyzing customer data to gain insight into their behaviors, preferences, and history with the company. 

Dynamics CRM Call Center

Dynamics CRM, now known as Microsoft Dynamics 365, is a platform to integrate all your business data, including capabilities for call centers. While using the platform for call centers, you can manage and enhance customer interactions.

Dynamics CRM can mine and analyze data from customer interactions, such as issues raised, waiting time, call duration, and resolutions to the issues. Using these data, you can improve, develop new strategies, and optimize your call center for better customer satisfaction.

By using the platform, your call center manager has the power to get involved if a problem ever occurred. For instance, if a customer waits too long for an agent to talk to, the manager can allocate the call to an available agent seamlessly. 

If the problem is frequently brought up, the manager can provide additional information to the agents by script. Meanwhile, for customer relations, there are 3 modules of the Dynamic CRM call center platform that took action: Sales, Customer Service, and, if necessary, Field Service.

1. Sales

This is the CRM module.  Here, you can manage customer-related data, such as:

  • Accounts,
  • Contacts,
  • Leads,
  • Opportunities, and
  • Activities

You can easily navigate your business relations and the person in each business and even create opportunities for new business ideas to maximize your closing.

The Sales module in the Dynamics CRM call center is especially valuable for sales teams to efficiently manage their leads and opportunities. By providing concentrated sales-related activities, it helps improve sales effectiveness, customer engagement, and revenue growth. 

2. Customer Service

Dynamic CRM Call Center provides many features in the Customer Service module, such as:

  • Case Management
  • Queues, SLAs, Escalations, and Routing
  • Knowledge Base
  • Omnichannel Service
  • Self-service Capability

The Case Management feature lets you track issues that customers frequently bring up. Using that knowledge, you can use Knowledge Base to inform ideas regarding the problem or gives updated training to agents.

The second point refers to flexibility in resolving queue calls to available agents. You can transfer a call to a higher-level agent and route customers’ calls to the most appropriate agent based on their knowledge, skill, or availability. This feature can substantially improve your efficiency and productivity, and customer satisfaction.

Meanwhile, Omnichannel Service refers to the capability to get closer to the customers. As a result, customers can reach out by any channel, such as voice calls, social media, email, or chat. Using this feature, the agent and the customer can seamlessly switch from one channel to another. 

It also provided self-service capabilities such as a chatbot and portal to efficiently automate FAQs, related articles, and automated responses. This certainly reduces the call center’s workload and operation cost. 

3. Field Service

The Field Service refers to a module to manage or optimize field-based services. It can manage the included service below:

  • Work Order and Management
  • IoT
  • Service Scheduling and Dispatch
  • Customer Communication
  • Analytics and Reporting

You can create, assign, and manage your agent directly to the customer using this module. In addition, it also has a scheduling feature to minimize the risk of overlooking. 

The platform can be installed on mobile phones to communicate better between the call center, customer, and field agent. It also provides analytics and reporting for agent arrival and job completion.

The Purpose of Dynamics CRM Call Center

You may be curious why people use this service. Keep reading to find 5 functional purposes of CRM call center. 

1. Raise Customer Satisfaction

The sole purpose of Dynamics CRM call center utilization is to provide better customer satisfaction. All modules are integrated into one solid environment that can be easily navigated, resulting in personalized, efficient, and effective customer service.

2. Better Experience for Employee 

Not only the customers’ satisfaction but your employee can also benefit from an integrated Dynamics CRM call center. Within one solid platform, they can be more productive and solutive. 

The customers’ data can gives better insight into the customers’ needs. Work management and scheduling can ensure your agents meet the customers’ timely and accurate services. 

Furthermore, omnichannel communication can lead to faster response time. Lastly, the self-service capability relieves your employee from many frequently asked basic questions.

3. Scalability

Dynamics CRM call center is a cloud-based infrastructure. Using the service and perfecting it to the most recent update can facilitate your business scale. 

After that, your business can handle increased customer inquiries without increasing operational costs. Furthermore, the platform doesn’t need a significant capital investment. This can lead to faster deployment of your business.

4. Reduce Cost

Your company can save costs by using only one platform for the call center’s action. Not only that, the Dynamics CRM call center also features automation, which reduces human resources from routine tasks. 

This can lead to better agent productivity in more complex tasks, which ultimately lead to reduced wage and an increase in benefits.

5. More Integrated Modules

The customer services modules of Dynamics CRM also can be integrated with more modules such as Marketing, Customer Insights, and Customer Voices. These three modules are your arsenal to secure more deals in the future.

As the name suggests, the Marketing module focused on real-time marketing through email, SMS, and push notifications. It can also market more sales or services if someone visits a website or your physical store.

Customer Insights can give you a complete angle at customers’ data to help you develop predictive modeling for future markets. It can also be integrated with social media.

Further, the Customer Voice module is a survey tool. This is the fastest way to acquire what the customers need in the future. 

Are You Ready to Use Dynamics CRM Call Center?

The complete platform is all thought out from the back-end environment to the front-end. Moreover, the modules are all integrated, and your customer service, such as field agents, should know the company’s back-end part. This further provides efficiency, effectiveness, and productivity in one platform.

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