Businesses and entrepreneurs are adopting technology like never before due to Covid-19 pandemic. In this webinar, our experts Priyanka Agarwal, Manager – Sales, CallHippo, and Piyush Singhania, Inside Sales Team Lead, LeadSquared, examine how technology might help solve long-standing call center issues and expand businesses in the post-pandemic era.
The COVID-19 pandemic has significantly impacted the call center industry, forcing many companies to quickly adapt and shift to a remote working model. This change has led to an increased focus on technology and automation, as companies look for ways to maintain efficiency and productivity while ensuring the safety of their employees. Many call centers have implemented virtual software, which allows agents to work remotely with access to the same tools and resources they would have in a traditional office setting.
In addition to technology and automation, the pandemic has highlighted the importance of flexibility and resilience in the call center industry. Companies have shifted their efforts towards employee well-being and work-life balance, and are looking for ways to support their employees during this challenging time. As a result, the call center landscape is becoming more diverse and better equipped to handle unexpected challenges in the future.
Changes in Cloud Telephony Industry Over the Years
Cloud telephone technology has evolved in recent years. Companies have adopted a permanent work from home culture, and there is a greater need for employees to be able to connect with clients and teammates while on the go. The shift to remote work has also reduced infrastructural costs for many organizations, with some reporting a reduction of at least 5% to 50% by adopting cloud telephony.
Businesses have been moving online and digitizing in the post-pandemic period, and the shift in the economy has increased remote work. The importance of cloud-based CRM solutions tools such as Leadsquared CRM is helping companies manage their workforce and salespeople remotely.
Security concerns are addressed by these tools by ensuring the safety and proper use of customer data, so that no data is being misused. Companies across various industries, such as finance, education, real estate, and hospitality widely use these solutions.
Let’s jump into how CallHippo, an effective cloud-based tool helps businesses improve their call center operations and navigate recent industry trends.
Maximizing Efficiency and Effectiveness with CallHippo’s Advanced Call Routing
CallHippo is a cloud-based phone system for businesses of all sizes. It offers a variety of features that can help improve communication and productivity within a company. With CallHippo, businesses can set up virtual phone numbers from over 50 countries, allowing them to have a local presence in those countries. Additionally, it offers advanced call routing, automatic call distribution, and call recording capabilities. This will enable businesses to ensure that calls are handled efficiently and effectively by the right team members.
Key benefits of CallHippo are:
- Detailed analytics and reporting on call activity
- Tracking of call duration, call volume, and agent performance
- Call recording feature for quality assurance and training purposes
- Data-driven decisions to optimize communication processes and improve customer service
CallHippo can be used for both inbound and outbound communication with prospects. A CRM integration like LeadSquared allows for immediate access to all information about a prospect, including prior communication and notes from other reps. You don’t have to waste a customer’s time asking him their about what they need since you already have that information handy with you.
This allows you to connect more efficiently with the prospect and scheduling callbacks becomes easier by integrating the CRM and cloud-based telephone system.
Monitoring your team’s calls to manage their performance gets simplified on the platform as well. It allows a manager to see the number of calls made by their team, time spent on calls, and if the correct messaging is being used. This can improve the performance of your agents, increase their efficiency, and provide relevant feedback. The call recordings and analytics are an essential part of this process.
By combining the power of CallHippo’s advanced call routing and the benefits of CRM solutions, you can maximize both efficiency and effectiveness in your communication strategies.
Benefits of Using could Telephony and CRM Solutions Together.
The benefits of using a cloud telephony and CRM solution provide you with a 360-degree view of your entire customer journey. It allows you to track all actions and activities that sales agents take with regard to a customer, such as calls, emails, and SMS. You can even map customer inquiries throughout the system by simply integrating these tools.
A CRM helps businesses with accountability by managing and distributing data, prioritizing tasks and activities for sales agents, and ensuring they focus on working with customers.
Using CRM and cloud telephony solutions together can help save time by automating certain tasks. For example, setting up reminders for callbacks, can save an average of 20-24 minutes for every agent/sales rep that they can utilize to focus on other tasks. A cloud-telephony and CRM integration also allow logging calls, emails, and notes while on the go, which reduces turnaround time and allows the user to focus on their work rather than administrative tasks.
How does Integrating Leadsquared and Callhippo Increase Call center Efficiency?
Leadsquared and Call Hippo are two powerful tools that, when combined, can have a tremendous impact on call center efficiency. By integrating the two systems, call centers can benefit from
- Streamlined processes
- Automated workflows, and
- Access to a wealth of customer data.
Using a CRM and cloud telephone solution together can help streamline inbound and outbound calling, and it is important to have both a CRM and calling solution integrated for optimal results.
Priyanka Agarwal, Manager – Sales, CallHippo
Here we will discuss how the two systems work together to improve call center efficiency and provide tips on how to set up and use the integrated solution.
Practo, a leading health tech company in India, has used CallHippo’s cloud telephony and LeadSquared CRM solution to increase the efficiency of its call centre by 60%. This illustrates CallHippo’s effectiveness in improving business sales efficiency.
This has been the best decision we have made. We have already saved 6-8 months’ worth of development cost and effort. Our daily call center efficiency per agent has increased by 60%. We are also able to measure everything, much better.
Siddhartha Nihalani, Co-founder, Practo
In Conclusion
An efficient tool can help an organization improve the efficiency of their sales operations, optimize workflows, and automate customer journeys. CRM features such as website tracking, automated SMS and emails, and automated reminders for agents. Streamline processes and save time by reducing tasks and reminding agents of what needs to be done next.
CRM and cloud telephony solutions together can increase sales and marketing opportunities for a company. Integrating these tools gives you the ability to reactivate old leads and spot upselling and cross-selling opportunities and place automated calls to speed things up.
You can even set up campaigns using various channels such as emails, text, and WhatsApp to automate the customer journey and meet revenue goals. The end goal is to benefit the customer by making the process more relevant and efficient. Get in touch with our team today if you’re ready to unlock the potential of your business with cloud telephony and CRM.
FAQs
Which routing rules should be used for calls: the cloud telephone rules or the CRM configuration?
When routing calls through cloud telephony, it is important to ensure that data entered into the CRM is accurate. Because cloud telephony offers multi-level IVR and skills-based routing, which allows calls to be routed to different teams such as marketing, sales, support and finance. Cloud telephony provides an easier way to do this compared to a CRM.
What type of innovations can I expect from cloud telephony in the future?
Cloud telephony is constantly evolving, with new innovations and features being introduced all the time. Some of the most exciting upcoming developments include artificial intelligence-based customer service solutions, cloud-based call centers, and unified communications platforms. These innovations can help you improve your business’s efficiency and profitability further.
Are there any risks associated with using cloud telephony?
As with any technology, there are some risks associated with cloud telephony. These include data security risks, compliance requirements, and vendor lock-in. It is important to research and choose a cloud telephony provider that can address these concerns and provide a secure, reliable service.
Speakers
Piyush Singhania
Inside Sales Team Lead, LeadSquared
Piyush is an experienced sales consultant with a demonstrated history of working in the marketing and sales industry. He is working his way through the SAAS industry. providing solutions and solving challenging use cases.
Priyanka Agarwal
Manager – Sales, CallHippo
A seasoned sales and marketing enthusiast with a thorough understanding of complex sales cycles and CRM’s. She currently leads the sales activities for CallHippo.
