http://secure-od.com | Investing in a cloud CRM can help any call center increase efficiency. The primary benefit of using cloud services is the ability to assist callers in real-time, contributing to company-wide productivity goals.

2. Investing in a cloud CRM can help any call
center increase efficiency. The primary
benefit of using cloud services is the ability
to assist callers in real-time, contributing to
company-wide productivity goals. Not only
will streamlined workflows improve
production as well as customer service, a
cloud CRM can also decrease overall costs
while driving revenue.

3. A cloud-based CRM makes it a cinch to connect your team and keep everyone on the
same page. Cloud-based technology means your business needs can be handled from
almost any device, optioning the ability to:
• Open lines of communication to corporate HQ
• Link multiple call center locations
• Take calls in the field or at industry tradeshows

4. With a cloud-based CRM, the information
your agents need can be pulled up
instantly. This makes it easy to create a
personalized interaction with every client,
instead of relying on a one-size-fits-all
pitch. This gives call centers the ability to
spot trends and buying preferences, which
can lead to upselling and cross-selling, all
on the same call.

5. First Call Resolution, or FCR, is the
term given to customer service
issues that are solved on the first try.
For most call centers, FCR is the
primary indicator of efficiency and
productivity. To improve FCR, a
cloud-based CRM can:
• Aggregate pertinent customer
information in record speed
• Provide real-time updates
that can minimize hold times
• Create detailed reports and
call logs so managers can
easily spot room for
improvement

6. When a client contacts a call center, customer
satisfaction is often measured by the overall
length of the call. Long waits and delays are
typically attributed to the amount of time it
takes an agent to pull up information that
pertains to each individual customer. A cloud
CRM allows stress-free management of
incoming calls, as well as shared data
capabilities, to improve resolution times.

7. Cloud CRM services store data and
information that can be used to
improve internal office processes.
This data can be recalled instantly to
help with:
• Creation of marketing
materials
• Research & Development
• Tracking sales goals

8. The information collected
by a cloud-based CRM can
also help improve day-to-
day workflow at the
company’s center. This data
can help teams:
• Locate areas for
improvement
• Measure
companywide
performance
• Pull up key statistics

9. Skip long hold times and dial delays with
the help of a CRM in the cloud. A cloud
system can automatically process both
inbound and outbound calls, routing
each inquiry to the appropriate person
in the organization. This applies to all
calls, whether on a customer service line
or from a business number.

10. Launched in 2011, Secure Online Desktop is a one-stop shop for computer network
security and Datacenter scheming. We provide secure yet affordable software that
works on any device, from desktop to mobile. Secure Online Desktop also specializes
in Cloud Computing services using the SaaS model (Software as a Service). To learn
more, get in touch by emailing info@secure-od.com, or visit secure-od.com.