A call center customer relationship management system, or call center CRM, boosts productivity and empowers your team to provide a next-level customer experience. Give your team the tools to master sales calls with easy-access contact history and detailed insights.
Use the built-in call tracking and insights tool and powerful integrations to conduct calls, set outcomes and schedule follow-up activity at the push of a button
Capture every call with automatic recording so your team can review conversation details or study and improve their sales technique
Improve customer wait time and auto-assign every inbound call to the relevant department or team member
Access every contact’s communication history so you can prioritize follow-up actions and get context before the next call
Get reports on activities to learn which deals are approaching close, where you’re losing opportunities and the conversion rates of each funnel stage
Share your best call recordings in onboarding and training to strengthen the team’s performance and improve retention
Juggling inbound calls, logging customer information, managing follow-ups — running a successful call center is complex. To deliver a world-class customer experience in a high-pressure environment, you need to equip your team of expert call handlers with intuitive tools.
Pipedrive’s call center CRM software is a centralized hub that empowers your entire organization and streamlines your workflow.
Set up workflow automation to connect your team and streamline call management. Make your call center experience second to none with automatic call routing to the right team member or department.
Instantly make and receive calls in one click directly from your call center solution. Sync with calendar tools to automate appointment booking and internal meeting scheduling.
Find out how to automate tasks with Pipedrive
Collect details like phone numbers and company names for every caller. Easily access customer data, call history and account activity to get up to speed and deliver personalized support.
Automatically log phone calls coming in and out of your contact center so your reps don’t have to worry about updating records while talking to customers. Call recordings can even be stored against a contact file for context and training.
Learn about communications tracking with Pipedrive
Keep improving your service with detailed analytics about your call center performance.
Dive into common call center benchmarks like average call durations, number of calls per client, dials to closure ratios and percentage of contacted leads.
Build interactive and customizable report dashboards that are easy to understand and shareable. Managers can even view real-time performance reports so they know where to step in with support.
Discover the power of insight reports with Pipedrive
When you first log in to Pipedrive, you’ll see a visual representation of your sales pipeline. You can customize your CRM to reflect the specific needs, goals and processes of your business. Create alternate workflows for inbound calls based on where they sit in your pipeline.
Get a high-level view of how each contact is moving through your funnel, including likelihood of conversion and where follow-up calls are needed.
Turn your CRM system into a fully functioning call center in minutes with the in-built Caller or explore powerful telephony integrations. Easily make calls directly within Pipedrive, and automatically record and store details.
Connect your number to import contacts and enable one-click calling directly from Pipedrive. With hands-free calling, your reps can easily take notes and search through records while talking to customers.
Connect each inbound call to the right representative and easily access the customer account history. Integrate inbound calls directly into your daily workflows with on-screen notifications. Choose whether you want to answer, send to voicemail or redirect the call with one click.
You can also set up automated notifications in Slack to update your team about call deals once you’re done.
Help your team provide exceptional call center service with training tailored to their unique needs. Pipedrive assists you in delivering bespoke staff training that helps you retain expert call center agents for longer.
Use call recordings and store script templates to show your trainees the best-practice responses. Add live coaching through call monitoring and call whispering to support your team while they’re learning.
Set up your call center with the right people, a top tech stack and a winning strategy
Teach your team how to become the voice of your business and continuously improve with data tracking
Recruit agents with the perfect combination of skills and build a thriving call center