Call center CRM
Make the most of every call
Running a call center requires you to manage inbound calls, log customer information and manage follow-ups.
Equip your team to deliver world-class customer experiences in a high-pressure environment. Pipedrive’s call center CRM integrations centralize workflows while streamlining cooperation.
With Pipedrive, you can automatically record and log calls, store contact information and update lead positions in your sales funnel.
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What to look for in a call center CRM
Choosing the right CRM solution for your call center or telemarketing service will help your large or small business provide exceptional client communications while operating more productively. A great call center CRM software should include the following features:
Automated call routing and caller identification to improve first response rates and record information about every contact. While not supported natively in Pipedrive, these features can be achieved through integrations with VoIP providers
Workflow automation to streamline your call center processes and increase productivity
Tool integrations to bring call center tools into a single omnichannel platform
End-to-end customer management from lead generation to deal closure, so you get detailed analytics for ongoing support
Call center CRM features
Make and receive calls within your CRM
Use the built-in call tracking and insights tool with powerful integrations to conduct calls, set outcomes and schedule follow-up activity at the push of a button.
Record conversations
Upload call recordings or notes to relevant deals or contacts so your team can revisit important details, track outcomes and improve performance. Pipedrive integrates with leading VoIP providers for automatic call recording.
Route leads to the right person
Improve customer wait time and auto-assign every inbound call to the relevant department or team member
Get a 360-degree view of every customer journey
Access every contact’s communication history so you can prioritize follow-up actions and get context before the next call
Gain pipeline visibility
Get reports on activities to learn which deals are approaching close, where you’re losing opportunities and the conversion rates of each funnel stage
Train and develop your people
Upload and share call-related files – like recordings or transcripts – during onboarding and training to help strengthen team performance and knowledge retention
How to start using your call center CRM system to track customer queries
Improve service and productivity
Repetitive administrative tasks take up time and leave room for human error. End this mundane busywork with workflow automation.
Set up automations to connect your team and streamline call management. Automatic routing to the right person or department will make your call center experience second to none.
With our all-in-one call center solution, you can address customer needs instantly. Sync with calendar tools to automate appointment booking and internal meeting scheduling.
Store contact data
Streamline your call scheduling and preparation to avoid surprises from incorrect information.
Collect phone numbers and company names for all callers. Access customer history, call data and account activity to improve your ticketing system while delivering personalized support.
Log calls coming in and out of the contact center so your reps don’t have to update records while talking to customers. Store recordings and transcriptions with contact files for context and training.
Refine call center performance with insights
Confusing spreadsheets make it difficult to stay on top of detailed metrics around call center performance.
A CRM for call centers can analyze standard benchmarks like average call duration, number of calls per client, dials-to-closure ratio and percentage of contacted leads.
Build interactive custom dashboards and share them with your team. Managers can view real-time performance reports to determine when to provide support.
Over 500+ integrations
Expand the capabilities of Pipedrive with hundreds of apps and integrations
How Pipedrive and CloudTalk helped Leadspicker grow revenue by over 100% every year
Czech machine learning company Leadspicker wanted to automate its sales process to eliminate repetitive tasks and inefficient spreadsheets.
Leadspicker chose Pipedrive’s CRM and combined it with the CloudTalk integration to improve its call center and business phone system. Since incorporating these tools, the company has achieved 100% revenue growth annually and increased scalability.
“Pipedrive integrations, like CloudTalk, have allowed us to work faster by having most of our data in one place.”
