Detailed Information on BPO CRM
What is BPO CRM?
CRM (Customer Relationship Management) though a commonly used term in the BPO industry has different interpretations to it. So speaking of CRM solutions for BPOs would mean it basically deals with handling customers effectively and automating regular sales and follow-up activities, to boost sales and maintain customer relations with the assistance of precise information. A BPO CRM lets you have well informed & automated sales activities to achieve higher business goals.
A BPO CRM is an arsenal of various equipments that can give you a fresher and deeper perspective to help grow your business.
The Indian BPO Industry:
India has proved to be a one-upmanship since it is emergence in the 1990s. The BPO Industry in India has seen a phenomenal growth due to it being a high-demand for outsourcing with it is production in world class IT services. Third party services have helped BPOs gain a main-player position in India. The Indian BPO industry is a lucrative one which comes second to the IT industry in terms of it's size, growth and scope. The BPO industry unlike any other industry sees an unprecedented growth trend which directly means that it has won an ever-increasing market Globally and domestically. Despite the apprehensions the BPO industry has faced, it has proven as a never seizing reservoir of revenue generation.
The BPO industries functioning revolves around two priorities i) Customer servicing and ii) Sales and revenue generation. However, with an increasing pool of customers and cut-throat competition most of the BPO organizations face common problems of lesser budgets dedicated to training and volatility in terms of precise growth trends.
Desirable turn around times, stress on performance standards, effective adaptation to various time zones, etc. account for the major reasons of making BPOs viable in India. However, they face major challenges for sustainability and quality control making it imperative to have all their data organised and client specifications to ensure a premium service to maintain their growth.
Considering that CRM is an emphasized topic, a BPO CRM software is preferred by such organisations for cost effectiveness, predicting future trends, service customers better, make right management decisions, record communications with clients and much more benefits. A BPO CRM enables sales in an overall sense from follow-up to conversion phases; it gives BPO business owners palpable clarity for better decision making.
1) The BPO Industry Structural Overview:
Business Process Outsourcing organizations have a lot of offices as branches that deal with sales of products and services to customers and clients.on a global level, which means they have a greater network of hierarchy from C-execs to customer sales executives and telemarketing sales persons.
The BPO industries functioning revolves around two priorities i) Customer servicing and ii) Sales and revenue generation. However, with an increasing pool of customers and cut-throat competition most of the BPO organizations face common problems of lesser budgets dedicated to training and volatility in terms of precise growth trends.
Desirable turn around times, stress on performance standards, effective adaptation to various time zones, etc. account for the major reasons of making BPOs viable in India. However, they face major challenges for sustainability and quality control making it imperative to have all their data organised and client specifications to ensure a premium service to maintain their growth.
Considering that CRM is an emphasized topic, a BPO CRM software is preferred by such organisations for cost effectiveness, predicting future trends, service customers better, make right management decisions, record communications with clients and much more benefits. A BPO CRM enables sales in an overall sense from follow-up to conversion phases; it gives BPO business owners palpable clarity for better decision making.
1) The BPO Industry Structural Overview:
Business Process Outsourcing organizations have a lot of offices as branches that deal with sales of products and services to customers and clients.on a global level, which means they have a greater network of hierarchy from C-execs to customer sales executives and telemarketing sales persons.
For every BPO that operates in the sales of products and services their basic lookout is to provide quality facilities and products to their existing and prospective customers and increase profit margins exponentially within limited timelines. To be able to do so, BPOs need to have complete details of the products and services they avail, customer details so they can refer offers and relevant products appropriately, increase customer value in order to build a healthy customer relationship. Which is what a CRM system makes doable with it is highly organised and resilient functionalities and features. It basically stores all the customer and lead data in a single location, gives sales reports and helps forecast sales. In addition to these, it also gives detailed reports sales person-wise. Keeping client acquisition & revenue generation as the focal point, BPOs are targeting their purchase preference towards BPO CRM (Customer relationship Management) softwares.
One major bottleneck BPO businesses have is to effectively sift through enormous data to qualify leads and engage leads to escalate a sale.
A BPO CRM delivers an experience which envelopes the entire sale cycle, from the initial call to the point the client is won.
It provides an compiled solution to optimize various business activities.
2) How a BPO CRM Software can help the BPO industry:
To attract business and increase their customer base, every BPO needs to provide an approach suitable to each prospect to pursue them; and give them a personalized buying experience. To do so, they need to have a commitment communicated across to prospective clients and hence they need to have effective means to be authentic and highly efficient . So their quality standards, performance bar and revenue growth must be in tandem.
A BPO CRM helps maintain a record of all the lead communications, know each leads stages and follow-up activities. It centrally stores all the lead contacts and data for easy access to all. A BPO CRM simplifies maintaining big-data for large BPOs that have offices and clients overseas and regionally by providing detailed reports on sales, leads, products, sales peoples performance, etc. A BPO CRM also provides forecast reports on the parameters earlier mentioned and helps set & plan strategies
to make large revenue goals real and achievable. It provides a transparency amongst all the employees in the hierarchy of the BPO organization about all the functionalities and daily activities. A BPO CRM which can provide not just daily but also weekly, monthly, quarterly, bi-yearly and yearly reports for better learnings and clearer insights.
Key Reasons for a BPO to use a CRM Software:
Using a BPO CRM lets you:
1. A complete view of the leads purchase. Giving you the plus point of taking measured actions for getting the most profitable outcomes.
2. Complete monitoring of sales and all sales teams. Increase sales, profit and and client base rapidly. Get to know the finest details of your sales.
3. Know the products and services sold and unsold.
4. Refer products and give relevant offers to each lead on the basis of their preferences.
5. Know the exact sales and leads both quantity-wise & revenue-wise.
6. A hub of all leads, sales and business data and specifications.
7. Eloquent lead follow-up routines through emails, calls and messaging integrated at a single point.
8. Analyze and stay updated about the sales performance of your organization and sales people.
9. View critical data and reports on the go i.e. on computers, laptops, tabs and smart phones.
10. Automate payment alerts to existing clients. A crm will let you stay assured that your clients are receiving regular reminders and alerts for payments you ought to receive.
11. The BPO CRM's integration with your existing ERP and Accounting softwares ensures that you experience good functionality with the software.
How our BPO CRM (Customer Relationship Management) Software can help you:
As mentioned earlier, every BPO into the sales and services category whether large scale or small sized has the same set of priorities i.e Setting and achieving sales targets to boost revenue growth and provide qualitative buying experiences for customers. Our BPO CRM perfectly caters to these needs and helps prioritise their targets as well. Using our BPO CRM would provide a centralised contact storage, a convenient to access client, lead and product data storage, intelligent real-time reports on sales, leads, branches & sales executives, precise forecast reports on revenue growth. It helps a BPO appreciate and value it's customers better and upgrade sales processes smoothly.
It helps convert more leads by enabling sales teams, telemarketers and executives to give a personalised experience to every lead with the help of specific client-data. Our BPO CRM would also simplify follow-up processes by streamlining communications via calls, sms and emails.
In addition to all these BPO CRM features it also helps people in responsible positions make more informed decisions and adapt more strategic plans by getting a birds eye view of the current business scenario and also gives access to view earlier archived reports to notice patterns in their sales trends.
It gives detailed sales person wise reports to ensure that the BPO C-execs can identify the best and worst performing sales executives branch-wise, region-wise, revenue-wise, etc. Our BPO CRM also lets you allocate leads to sales teams and sales people and view each and every follow-up detail.
Plus, you can create a more aware and active sales employee base by internally communicating through calls, mails and sms.
We provide a variety of hosting options for your large / medium / small business. You can choose a hosting on either of these highly secure amazon servers, VPS, dedicated servers, local servers, on the website ( hosted on Linux server ) or shared Linux hosting.
Get in touch with us to suggest what's best for you!
1) Multiple Hosting options:
A. Web-based / SAAS based BPO CRM Software:
A BPO CRM with central hosting and a subscription basis licensing. Our BPO CRM can serves as a SaaS (software as a service).
B. On Premise BPO CRM Software i.e. on your online servers:
A subscription basis licensing hosted on the client's online server.
Find out the CRM hosting that works best for your BPO, i.e. Web based CRM or On Premise CRM? Get in touch with our CRM Solution Architect.
2) Customizations Simplified: Our BPO CRM lets you customize as per your BPOs needs to give you the best CRM software experience.
3) Effortless Integration: Our BPO CRM integrates with most ERPs, accounting softwares and others.
4) Multiple device accessibility: Access critical client data and sales reports anywhere on desktops, tablets, mobiles, etc.
5) Increase return customers: Refer relevant products and services to clients to increase return customers by using the record of revenue value and quantitative products and services you have sold to them.
6) Adopt aggressive strategies with sales targets and forecasting: Set targets for sales with detailed sales and lead forecast reports on a daily, monthly, quarterly, bi-yearly and yearly basis.
7) Monitor sales team performance: Get daily performance reports of sales persons to reward them accordingly. Have a on demand view of your BPO's sales and know the growth graph.
8) Value customers better: Send and schedule calls, mails and messages and maintain a log of their details.
9) Effective product marketing: Increase your recall value, send and schedule automated emailers and messages to your leads and clients with new & important products and service updates.
10) Forecast BPO Sales: Recognise star performers in your employees, products and services by regularly monitoring and foreseeing the growth of your BPO weekly, monthly, quarterly & yearly. Use advanced and detailed reports to your business sales benefit.
11) Convert more leads: Know the best suited marketing plans for your BPO and apply as well as allocate leads to respective sales teams and persons. Never miss a lead, set reminders for calls, site visits, emails, messages, important dates, etc.
12) Know your business intrinsically: Easy to view dashboard and reports give you a complete view of your business. Helps you adapt to: the real-time of all zones, of all the sales activities and branch communications; it also helps in making potentially profitable sales & business decisions.
13) Reduce attrition rate: Provide appreciation and for top performing employees.
14) Stronger & well informed communication: Tag clients, leads, sales executives to share prime data to close more deals. Also, helps you stay afloat with updates about all the advances in the sales scenario of your BPO business.
Having a BPO CRM will not only improve your sales teams performance but also your organization's revenue.You can recognize more opportunities for selling, cross-selling and up-selling products / services. A centralized storage, smooth functioning sales and follow-up activities and faster conversion using a CRM for BPO. A CRM helps improve your business operations in totality. A bpo crm can help you monitor the sales performance of each sales member in real time.
To know more about CRM and the 17 industries we cater to, visit www.dquip.com.
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We have 200+ clients spread across India, Australia, U.S.A, U.K, Africa, Hong Kong and Singapore. In India, we have clients in almost all states.
We have sales people as well as industry-wise crm pages for the following states and cities in India:
Maharashtra- Mumbai, Thane, Navi Mumbai, Pune, Nashik, Kolhapur, Nagpur | Gujarat - Ahmedabad, Surat | Punjab - Chandigarh, Amritsar, Ludhiana, Mohali, Patiala, Jalandhar & Bathinda | TamilNadu - Chennai, Coimbatore | Karnataka - Bangalore | WestBengal - Kolkata | Delhi, Delhi NCR, Gurgaon, Noida | Uttar Pradesh - Lucknow | Telangana - Hyderabad | Bihar - Patna | Rajasthan - Jaipur, Udaipur | Madhya Pradesh - Bhopal
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