CRM & Loyalty Programs

Is your business’ client base growing exponentially? Do you need someone to store your customers’ accounts in a CRM database?

Responsive Call Center has years of experience managing customers for all kinds of industries. We’ve developed in-house Customer Relationship Management (CRM) systems so as to track and document all our interactions with our customers.

Oftentimes customers will return for further business, especially if they were satisfied with a previous service or product. Our customer loyalty programs have allowed us to develop CRM call center loyalty systems so as to promote recurring visits and reward returning customers.

In the 1960’s, as companies’ call traffic began to increase, they hired more representatives to cover their newly purchased phone lines. With this, came the development of the installation of telephone line switching equipment, also known as, private branch exchange (PBX).  This allowed incoming and outgoing calls to be handled more quickly as it eliminated switchboard middlemen operators.

Soon, operators would no longer rummage through piles of paper searching for their answers, but had computers sitting right in front of them. As phone calls increased in number, PBX systems would get saturated and return a busy signal.

The 1970s marked the advent of automatic call distributors (ACDs); a system that solved the problem of dropped calls. This new technology answered calls immediately and route them to a first-come, first-served basis to the next available call center representative.  Sophisticated ACDs provided estimated wait time recordings and holding music.

By the 1980s, interactive voice response (IVR) systems came into play. IVRs provided callers a self-service possibility for common questions. By using a touch-tone phone, customers could check account balances and even order prescription refills.

IVR was soon joined by computer telephony integration (CTI). With CTI when the caller’s phone number reached the desk of the call center agent’s desk, the customer’s records show up on the agent’s computer.

The Responsive Call Center loyalty systems are fully equipped with everything from PBX to CTI and a state of the art Customer Relationship Management System (CRM) which we can adapt to your up and coming business’ needs. Our software allows us to keep track of all your customers in regards to their products and can notify us of scheduled requests, rewards, renewal or maintenance dates, so we can be sure to renew your customer’s loyalty when we need to.