Inbound and Outbound calls
A call center and its technology is at the heart of every organization that must provide some form of customer service.  This can range from an informal group of agents handling inbound and outbound customer and prospect calls, to an elaborate grouping of dedicated resources each handling a portion of the company's customer service needs. Call centers make and receive calls for customer service; product inquiries; order entry; financial transactions; product/technical support; pre and post sales, support and many more

Email campaigns
For running campaigns related to various products or services to customers (both B2B and B2C), e-mails are a cost-effective option. Email campaigns are particularly useful for running campaigns to "do not call" listed companies

Sales campaign
Apart from tele calling and e-mail campaign there can be several sales services offered by a call center. These are: appointment setting, lead generation qualification, surveys, market research etc

Handle follow-up queries
After contacting or being contacted by target customers, call centers are required to effectively handle their follow ups in transforming the leads into opportunities

Outbound Calling
CRM records provide an up to date source of information, which can be invaluable during out bound campaigns. The agent can review the customer record prior to making a call. This provides a clear idea of the customer history and preferences. This is especially useful in a sales environment where knowledge of personal preferences can be effectively used to cross-sell or up-sell. Out bound calls can be entered as actions to run at a specific time. For example, an Out bound call can be set up to run a few weeks after a customer has purchased a product or service, to establish if they are satisfied and offer them complementary products

Manage email campaign
This is one of the significant features of Daffodil CRM. Mails will be attached to Daffodil CRM automatically without manually selecting and sending each mail from your email client. There will be a central CRM mail account where all mails will be attached and a forwarding rule can be put on web server and email client by which all email interactions will automatically get attached with their corresponding leads

Importing of Customer data
The Import wizard allows the non-technical call center professional to import clients' customer data stored in an excel file. Campaigns utilizing imported CRM data can be set up speedily and easily so that you can cater to clients' requirements

Export utility
Export module let users mirror their business-critical customer data to an excel file. This will allow a call center professional to create customized reports regarding various customer details. This can be especially useful for putting lists of information such as names, addresses and phone numbers into a database for use by other departments. In this way, customer databases are always kept up to date, integrating the contact center operations with the rest of the enterprise for a closed loop of information

Alerts
Daffodil CRM is of considerable use in service call centers, where calls often require follow up actions. In service call centers the initial telephone conversation is only the beginning of a sequence of events. Follow up calls can be entered as actions to be taken and the alert feature prompts agents with follow-up actions and manages the processes needed to resolve the call as effectively as possible. Further, when a call center professional logs in, a pop-up window will show the complete set of tasks slated to be performed for the day

Searching facility
Daffodil CRM's search feature allows agents to search, filter and review calls, including actions previously taken to resolve them which will help fine-tune a call center's performance. Archived call information is available for the agents to access and notes can be added if necessary. The search function can be used to examine previous call details when there is a query. This can be extremely useful when customers have a problem relating to a previous call. In such cases, the agent has all the information immediately available to quickly resolve the situation

Efficient leads management
With Daffodil CRM, you can manage and analyze your leads in a single click. Leads can be assigned to different executives and the pending tasks for an executive for a particular lead can also be identified. After a call has been made, the employee can assign the follow-up call to another member of the team. With Leads report, a sub-feature under Leads module, agents can generate reports related to status of the leads corresponding to various categories

User-friendly and intuitive interface
Non-technical call center representatives can make use of Daffodil CRM's simple, and user-friendly interface to quickly navigate and perform most common tasks without any user training

Customer data always available
With Daffodil CRM, business-sensitive customer data is always available. All the agents of a call center working at different parts of the world can pull updated customer data quickly and efficiently

Data Filtering
This means you can select customers who meet certain conditions as the target audience for an out bound campaign. You can also customize the view as per your requirements and can also apply quick filters to view refined content

Offers customization
We, at Daffodil Software Ltd. believes working in partnership with our customers, offering them unparalleled customization and support to suit their varied needs

Linking to Enterprise Systems
Daffodil CRM will soon be compatible with major databases. This means that the end-user can migrate to and from Daffodil CRM with their back-end data intact. This facility also allows the call center to use customer information from their existing databases to Daffodil CRM. This mechanism transforms the existing corporate customer database into a truly valuable asset within the call center

Reporting
Call center data is of no use unless it is presented in a meaningful way. Daffodil CRM will introduce a comprehensive reporting facility, which enables call center managers to produce quality reports quickly and easily. Reports can be used to track employee performance, to evaluate data gathered at different stages of a call and to statistically represent the data