Businesses running call center operations can witness a significant improvement in customer experiences by leveraging a simple strategy: handle calls better. Agents frequently have to send SMS messages during ongoing interactions with customers to enhance their experiences, and this is where CTI integration can be a game-changer for every business process. SMS and CTI for Salesforce allow agents to text and speak to customers simultaneously, which transforms customer interactions. Better customer service is a direct by-product of how well you handle your customers.

Investing in computer telephony integration (CTI) can be beneficial if your company receives and makes phone calls on a regular basis. CTI systems enable users to answer calls via a computer interface by fusing computer and phone technology.

Additionally, CTI systems offer a range of features that can be utilized to improve your business's outreach initiatives. For instance, businesses can interact with customers via SMS texts directly from Salesforce using GirikSMS, a native SMS for Salesforce app. Essential call-related features, including call forwarding, call recording, call merging, call monitoring, and more, are also offered by GirikCTI, a native Salesforce CTI platform.

Native CTI solutions are ideal if you want to integrate your call center operations with your CRM. Here's how to enhance call center operations by integrating your CTI with useful services like SMS.

Implementing CTI In Call Centers

Purchasing a CTI solution alone is insufficient. You must take full advantage of it. You can use CTI systems in your call center in a few different ways.

Improve Call Routing

Intelligent call routing is a feature of CTI systems. Even while these systems can handle a huge volume of calls, if they are not routed effectively, your callers will not be able to get through to the rep they need to talk to. And this needs to happen with minimal or zero wait times. You lose time as a result, and your business loses money.

By using CTI, your organization can eliminate erroneously routed calls. Your agents can spend more time on calls as a result of the call processing time being reduced.

Call center calls are categorized based on the caller's history, the product categories, the departments involved, and the level of assistance needed. You can decide which calls go to whom.

Train Agents Better

Training both new and seasoned agents will be simpler if your CRM has a CTI system integrated into it. Managers and supervisors can listen in on calls using the call monitoring feature. This helps them to train their agents better. For instance, simply listen in on an employee's call and provide them feedback afterward if you need to help them understand the dos and don'ts of a call. You can always view the call records that are kept in your CRM if you are unable to listen in directly.

Real-time monitoring, barge in, and merge calls

Call merging is another feature of CTI agent training. A senior agent can be invited to join a call by using the call merge feature. When an agent is handling a certain problem for the first time, this can be useful.

Improve Productivity

A CRM that supports CTI also offers analytics features. The built-in reporting features in your CRM allow you to create comprehensive reports on caller data whenever you choose. You can find new methods to boost productivity in your business by using these built-in analytics tools to monitor KPIs.

For instance, you can assess if your agents are operating at a satisfactory level by utilizing your CTI to monitor customer experience data. You can determine how successfully your agents are performing their tasks by looking at other KPIs, such as the agent utilization score.

Integrate SMS Messaging

The popularity of SMS messaging is established beyond doubt. Since most SMS messages are opened by recipients, it makes sense to shift your communication efforts to SMS platforms. SMS is crucial, but managing customer texts on a mobile device can be too complicated at scale. A CTI system with SMS capability is an alternative.

You can send and receive SMS texts directly within your CRM by using a native CTI app. This makes it possible for you and your customers to have a far more personal conversation. Your customers will undoubtedly have a better experience with your reps if you allow them to speak with you one-on-one.

Improve Outbound Calling With CTI

You now have a grip on how a CTI system can improve the efficiency of your call center operations. With this information, you can look for a CTI product that has each of the aforementioned features.

GirikCTI has all the functionality that the majority of contact centers require, including the power dialer, automatic activity capture, and call-related features. GirikCTI, together with GirikSMS, integrates seamlessly into your Salesforce workflows and has the power to deliver exceptional customer interactions in your call center operations.

Take Action on Issues and Send Information to Callers via SMS

Callers express various worries. This may be a request or a complaint. CTI enables agents to handle calls efficiently and resolve cases more quickly. If a customer call comes in to reserve an appointment, reps can schedule it immediately and send a confirmation text at the same time.

Conversely, if a customer calls in to complain about a lost card or a fraudulent transaction, reps can take immediate action and send an SMS with the complaint number and estimated resolution time to offer callers written information.

Send Relevant Resources While on Call to Educate Callers

Customers can call you for just about anything. It could be a lack of product information or difficulty in accessing relevant information needed to resolve a specific issue.

To handle such cases quickly and without extending the conversation, support reps can deliver SMS via a native Salesforce messaging app like GirikSMS during the call and send a link redirecting to a relevant web page. This would aid in providing extensive information on the relevant issue and improving the customer experience.

Close Deals Faster by Combining Calling and Texting

Not all leads require nurturing over the phone or via SMS. Potential customers with high buying intent may contact a brand to clarify a few things before making a purchase decision. As a result, agents can address all of their concerns and assist them in making a purchasing decision over the phone.

Agents can also give payment links for faster payment, allowing them to expedite the process and close deals faster. This allows agents to eliminate navigation and close purchases over the phone, without giving callers the opportunity to reconsider their purchase decision.

Enhance Employee and Customer Experiences with CTI and SMS Integration

Contact us to speak with one of our specialists about CTI and SMS capabilities for improved call and customer handling. To help you make an informed decision, our specialists will provide you with a deeper understanding of how you can leverage CTI and SMS to transform your call center operations.