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The Best CRM for Call Centers

When you operate a contact or call center, you’re in the business of making the customer feel heard, understood, and appreciated. Whether your center specializes in customer service, sales, or lead generation, your performance directly impacts your business’s revenue, whether through sales or customer satisfaction scores. 

With the hundreds of calls you answer and make, it can be tough to follow up and respond to each customer’s needs. You’d need sheets upon sheets of data to keep track of even one long-term customer.

That’s where a CRM like Nutshell can help. Learn more about how you can boost the satisfaction rate and positive responses for your call center with a centralized database of unlimited contact and data storage, intuitive communication and task management, sales automation, and other advantageous features.

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How a CRM helps call centers

Call center agents often feel pressured to immediately know, understand, and meet customer needs within seconds of them calling. While it’s not impossible to gather crucial information to engage with customers, the wrong tools can often make things feel much too slow.

Agents must move from their call platforms to look through help desk data or spreadsheets to find valuable customer data, leaving their caller in silence. You’ve surely experienced being on the other end of the line when an impatient caller leaves irate responses or hangs up abruptly. Or your caller asks another question, meaning you have to wade through your data again. More time lost. More opportunities for customer dissatisfaction.

What if you had a single platform from which you made calls, and everything you needed to know about the customer was right in front of you—name, place of work, address, past inquiries, even notes left by previous agents? How much smoother could the customer support, lead generation, or sales process be?

All this is possible with good customer relationship management (CRM) software. A CRM platform makes nurturing and building customer relationships easier with features that support fast responses and tailor-made service. With a CRM, you can enjoy features such as:

  • A centralized database of everything you need to know about your contact to search for and pull up whenever you need it
  • Supportive integrations that allow for click-to-call and phone recordings, all from a single platform
  • Auto-assignment for incoming leads and customers, so they’re directed to the agents who specialize in meeting specific needs
  • And much more! Depending on the CRM you use, you could enjoy even more features to help your call center thrive.

Features to look for in your telemarketing CRM

If you’re convinced a good CRM is the answer to your call center problems, you’re in the right place. Numerous CRM solutions are available for call centers, and it’s up to you to ensure you’re getting the best features at a favorable price. At a minimum, a good CRM for call centers should have the following features.

Contact management for a seamless caller experience

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A CRM with high-quality contact management features will put your agents at ease as they field calls from customers and prospects or do outbound calls. They’ll never worry about having outdated information, and intelligent search functions allow them to find the right contact instantly while on calls to best serve their caller’s needs.

  • Unlimited contact records and data storage: Never worry about paying for more storage if you hit a limit. Since you likely handle hundreds and thousands of contacts, you won’t be penalized for serving as many people as you can.
  • Centralized customer database: No more searching across multiple platforms to find crucial contact information. Everything can be found from a single platform with just a few clicks.
  • Automatic contact syncing: Automatically add and sync phone numbers and contact data as you gather inbound information from online forms.

Communication and task management to stay on top of calls

Call center agents often deal with the same customers on many occasions. You need solid communication management features to handle repeat callers and longtime customers, so your agents don’t have to rely on Post-it notes and their memory.

Instead, agents can depend on a CRM to handle the task of recalling past interactions while they do what only they can do—use their communication skills to leave a great impression.

Other important CRM communication and task management features include:

  • Unlimited click-to-call and phone recordings: Hop onto new calls easily from your CRM platform, allowing you to view contact information as you speak to contacts. Plus, record and keep your calls for quality control, improved service, and call center training.
  • Communication history and timeline summarization: Quickly pick up where previous agents left off with access to complete communication histories for each contact. And, with the power of AI, you could access years of client history summarized in a digestible format.
  • Note-taking and @-mentioning: Just learned new, urgent information while on a call? Easily attach and pin notes to customer records, and tag team members to ask questions or inform them of updates. Plus, you can add context to each customer interaction, hands-free, with AI-transcribed voice notes.

Sales automation for handling tedious admin tasks

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Let your agents focus on what they do best—engaging with clients and prospects and building crucial business relationships—while your CRM automates the more tedious aspects of call center management.

  • Automated lead assignment: When you have agents with particular specialties, knowledge, or language skills, you want to ensure they receive callers that let them make the most of their skill set. Automated lead assignment allows you to automatically assign incoming leads to the agent most suited to serve them.
  • Automated lead advancement: If your call center specializes in sales, you need to guide leads through a carefully constructed sales funnel. Instead of doing the tedious process of deciding which leads should go through the next stage, you can set your criteria for lead advancement, and every lead that meets them automatically moves to the next stage of the sales process.

Pipeline management to manage your unique call center workflow

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As you move your call recipients from lead to sale status or from confused to satisfied customer, your team can benefit from a visual view of the entire process.

CRM pipeline management allows you to see the customer journey in a way that most benefits your team and business model.

  • Customizable sales pipelines: Your call center process is unique, and a CRM allows you to build a customized process to call your own.
  • Multiple pipeline views: With multiple view options, including board, map, list, and chart view, you can view the customer journey in a way that matters to you.
  • Hot leads: Get your high-priority contacts more visibility in your CRM so you can serve them faster.
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Nutshell er den bedste værdi for pengene. Alsidigheden og funktionaliteten gør det til et meget nemt og kraftfuldt produkt at bruge.

Mark M. Southwestern Scale Co.

Jeg har tidligere brugt Act, Goldmine og Salesforce, og jeg synes, at Nutshell var det nemmeste at komme i gang med og at oprette brugerdefinerede felter. Jeg vil anbefale Nutshell til andre, der er interesserede i et CRM, der er nemt at lære og navigere i.

Craig C. Thermal-Tec

Vi forlod Hubspot til fordel for Nutshell , fordi Hubspot var for kompleks. Nutshell laver software til mennesker.

Daniel H. EOS

Da vi evaluerede CRM-systemer, var den eneste afgørende faktor mellem Nutshell og Salesforce opstartstid og pris. Nutshell vinder på begge punkter (med stor margin). Salesforce kostede 10 gange så meget pr. måned for det, vi ønskede.

Jason C. Arrow Container Corp

Make the most of your tech stack with call center CRM integrations

Call centers rely on reliable telephony, live chat, and lead generation software, among others. What good is a CRM if it just slows things down?

Instead, you want a CRM that efficiently connects with your call center tech stack to create a seamless experience from start to finish. Enjoy CRM integrations with over 6,000 software applications, including:

  • Communication software: Create contacts or log telephone conversations using integration with popular communication, telephony, and live chat apps such as KrispCall, RingCentral, and Intercom.
  • Help desk software: Sync ticket information for a holistic view of contacts within your CRM. Connect your CRM with popular help desk applications like Olark, Zendesk, and Freshdesk.
  • Collaboration software: Keep your team in the loop with a CRM integration that helps multiple agents stay in touch with the same contact for better collaboration.
  • Lead generation software and web forms: Integrate your lead generation and form software to add new contacts to your CRM and follow up efficiently with online inquiries.
  • Calendar and contact syncing: Keep appointment dates and sync previous contacts to your CRM to keep in touch with long-term customers.
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Why use Nutshell for your call center CRM solution?

We’ve been in the business of CRM for over 15 years, and the Nutshell team is dedicated to continually improving and expanding our product offering. When you choose Nutshell as your call center CRM, you gain a partner with a vested interest in your business’s success.

Nutshell provides a robust set of market-leading features and tools. Our CRM software is incredibly user-friendly, making it easy to adopt and utilize. With Nutshell, you’ll enjoy all the tools you need to support your call center.

Selecting Nutshell as your contact center CRM gives you:

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Our customers have lots to say about our CRM software. Check out our customer stories to learn more about how Nutshell has helped companies just like yours achieve and exceed their goals!

Vælg den bedste plan til dit team

Faktureres årligt
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An easy to use, flexible CRM that helps teams organize their contacts, leads, and conversations in order to grow.

$13 per user per month

Inkluderet i alle planer...

  • Unlimited storage, contacts & accounts
  • Kontaktstyring og tidslinjer for kommunikation
  • E-mail- og kalendersynkronisering
  • Enkelt salgspipeline, der kan tilpasses
  • Customizable single sales pipeline (100 open leads limit)
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Perfect for small teams that need more reporting capabilities to help improve performance.

$25 per user per month

Alt i Foundation, plus...

  • Activity and Email reports
  • Sales and Activity quotas
  • Mål for pipeline-fasen
  • Up to 25 custom fields
  • No active leads limit
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For teams that need CRM, sales automation, advanced reporting, and multiple pipelines to help you connect and close more leads.

42 dollars pr. bruger pr. måned

Everything in Growth, plus…

  • 5 customizable pipelines
  • Automatisering af salg
  • Personal email sequences email sequences
  • Fuld rapporteringspakke, herunder aktivitets-, tragt- og prognoserapporter
  • Meeting scheduling software (lite version)
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For teams and organizations that need deeper customization, change logs, and AI features to improve efficiency.

$59 pr. bruger pr. måned

Alt i Pro, plus...

  • Increased pipelines, territories, markets, teams and more
  • Unlimited Notetaker usage (AI powered speech-to-text transcription)
  • Meeting scheduling software (full version)
  • Audit log and changelog
  • Send email templates directly from Gmail
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For teams and organizations that need complete custom reporting, access controls, custom SQL access and no limits.

$79 pr. bruger pr. måned

Everything in Business, plus…

  • Ubegrænsede rørledninger
  • Unlimited custom fields, teams, currencies and territories
  • Skrivebeskyttet SQL-adgang
  • API-understøttelse
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When you choose Nutshell as your call or contact center CRM, you have the option to partner with 500+ digital marketing experts to help drive leads to your sales team.

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Start growing with the best CRM for call centers today

At Nutshell, we understand the challenges call centers face. That’s why we’ve built a CRM platform that’s easy to use and chock-full of the features and tools you need to maintain and grow a successful business.

Our team is ready to help your team achieve and exceed its goals. Start a free trial of Nutshell today and take our complete CRM system for a 14-day test drive. Or, if you’d like to discuss how Nutshell can meet your business’s unique requirements, simply reach out to our friendly team for more information.

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