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Drive Call Center Sales: Using Service Reps to Cross-sell and Up-sell

8 Jun, 2004

Drive Call Center Sales: Using Service Reps to Cross-sell and Up-sell

How do today's corporations best increase revenue with existing customer bases? The findings from a new Best Practices, LLC study, Transforming Contact Centers into High-Performing Sales Channels: Building Service that Sustains Sales, helps organizations expand existing customer relationships through cross-selling and up-selling strategies and tactics used by the nation's leading companies. The study, which is available at http://www3.best-in-class.com/rr387.htm, offers a unique opportunity to see how top companies such as Bank of America, Citigroup, Dell Computer, IBM, Lands' End and Medtronic drive sales, increase customer loyalty and expand customer relationships by enabling customer service representatives to cross-sell and up-sell. Top findings include: 1. Most companies expect at least 80 percent of call center reps to assume a cross-selling role. 2. Sixty percent of surveyed have implemented training programs to prepare reps for cross-selling. 3. More than 50 percent of benchmarked companies designate cross-sell sales for reps. 4. Top benchmark partners employ a 10:1 service rep to manager ratio to enhance performance management. Apply contact center transformation initiatives proven to: 1. Drive sales through restructured contact center and resource allocation changes. 2. Increase employee retention by effectively manage change when service reps are introduced to sales roles. 3. Increase per-transaction sales by implementing effective cross-selling processes. 4. Increase the value of your rep pool by recruiting top-level service/sales representatives. 5. Boost reps' sales skills through training, coaching and other reinforcement techniques. 6. Drive rep productivity through performance tracking. For more information about Best Practices, LLC, call (919) 403-0251, or visit the corporate website at http://www.best-in-class.com/.

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