Integration Increases Productivity

Hostcomm will be integrating its hosted dialler services with a customer relationship management (CRM) system.

The company has announced details of its new partnership with the developers of FLG, a customer relationship management (CRM) system.

When the CRM system is integrated with their hosted dialler services, contact centres can introduce automation and new functionality designed to make agents more productive.

The new functionality will streamline common processes, allowing agents to spend more time on calls.

During outbound dialling, the dialler interface can screen pop customer records pulled directly from the FLG database. This ensures that agents are ready to begin calls immediately, armed with all the information they need.

With screen pop, agents can save around 20 seconds per call – over an estimated 200 calls, this represents more than an hour of time saved. In addition, screen pop improves the customer experience by making agents more knowledgeable from the outset.

Another significant drain on talk time is manual dialling. When agents are required to enter phone numbers by hand, as much as an hour of time could be wasted through the working day.

The integration offers click-to-dial functionality from within the CRM interface, eliminating manual dialling altogether. As a result, agents can make calls quicker and avoid the dialling errors that come with any manual process.

During calls, agents can be presented with a customised form in the dialler to allow data to be collected. This could include generic data including customer names and addresses, as well as sector- or business-specific information. Then, when calls are dispositioned as new leads, the data is automatically populated as a new record.

This approach, where data is loaded to the dialler and only genuine leads are added to the CRM system, can help to maintain CRM data quality. Any dead or stale data never reaches the database. In addition, since increased data storage usually comes with an increased cost, this can be an effective way to reduce the expense of CRM services.

“A dialler makes it possible to connect more calls and give agents more conversations,” said Chris Key, Director at Hostcomm. “Meanwhile, a CRM system like FLG lets you organise customer data, record the details of your interactions, track leads, and much more. Both solutions improve productivity and maximise results, whether those are outbound campaign statistics or customer service metrics. They serve similar purposes, in different ways – and that’s why they make such a powerful pair.”

For more information about Hostcomm, visit their website.