Turning Customer Service Calls into Sales
Is it time to tap into your contact centers untapped potential and turn customer service calls into sales?
It’s time to stop thinking about the contact center as a cost center. Pam Bednarcyzk
Many businesses, perhaps yours also, don’t understand the true potential of their contact center. It is true their major role is to answer customer service calls and assist with technical support issues. However, they also have the ability to create revenue and increase customer loyalty. By creating a collaborative work environment and making customer service a part of this collaboration you give your agents the ability to turn customer service calls into sales. This shift is not a simple one, however, and takes strategic planning to make it successful.
If you are considering going down this path keep reading. Pam Bednarcyzk discusses this further in her blog post found on ShoreTel.
Who Should Read This Article
Business owners and contact center managers looking for ways to turn their customer service issues into business revenue.
What You Will Learn
Readers will learn 5 ways to create a seamless plan for delivering more collaborative customer service. These ways include:
- Making sure your sales and contact center strategies are aligned.
- Training your agents to recognize when a customer can benefit from a sale or upgrade.
- Offering on the job training.
- Utilizing your data to make customers happy.
- Saying yes to vendor training.
Your contact center has the potential to increase business revenue. Are you using yours as a sales tool?