It’s time to stop thinking about the contact center as a cost center. As consumer expectations for customer experience rise, the agent’s role is shifting, and as a result your customer service team has the potential to significantly influence customer satisfaction and loyalty. And by delivering collaborative customer service, they can also sell additional products and services.
In other words, your contact center has the potential to become a meaningful source of revenue.
However, making the shift from customer service to sales will require businesses to rethink strategy, processes, tools and agent training. If you plan to go down this path, be sure to incorporate these five ideas into your plan.
1. Align Sales and Contact Center Strategies
There’s a reason why so much emphasis is placed on the customer experience: People want to be treated the same way, whether they’re talking to a salesperson or chatting via the web with a contact center agent. Decide what kind of brand experience you want to deliver, and make sure every interaction meets that promise. By tightly aligning sales and contact center strategies, you’ll deliver a consistent experience with every interaction. The result will be greater customer loyalty, which in turn leads to repeat sales.
2. Develop a Service-Centric Sales Mindset
Every interaction between a customer and a call center agent is a sales opportunity. Train your customer service teams to recognize when a customer can benefit by upgrading or purchasing another of your products or services. In this consultative approach, agents put customer satisfaction first and recommend products only to help solve the customer’s problem as opposed to robotically following a script. To be successful, agents must be trained on how to listen, determine underlying concerns, and explore both the stated and unstated needs of the customer, according to ICMI.
3. Offer Real-Time Training
One way to improve an agent’s sales skills is by deploying contact center tools that can support your agent while they’re working with a customer. With instant messaging integrated into your business phone system, for example, the agent can message a senior or high-performing colleague and get immediate advice. Coaching features built into leading contact center solutions enable supervisors to silently monitor calls and coach the agent to deliver appropriate responses – all without the customer being aware. Finally, businesses can integrate a CRM into their contact center solution to give agents a 360-degree view of the customer and their previous interactions with the company.
4. Leverage Data Insights to Increase Customer Happiness
Data offers invaluable insights to streamline customer interactions and create faster, more satisfying resolutions. According to Accenture, 82% of customers who switch from one brand to another say they would’ve stayed with the first company if it had resolved their issue. Contact center reports can help you understand the root cause of a poor interaction, whether it’s a badly designed process or toxic service interactions. When customer satisfaction increases, so do repeat sales.
5. Take Advantage of Vendor Training
The truth is, you’re probably not using your contact center technology to its fullest potential. Work with your vendor to offer regular training so that agents can learn more about its features and functionality. They’re likely to discover new tools that can help them reduce interaction time and increase sales opportunities.
To improve the top line, businesses need to equip their front line with the tools, processes, training and support that can help them recognize new sales opportunities. And with a team of agents who think more broadly in terms of sales as a solution, your business will improve its bottom line as well.
Learn more about ShoreTel’s contact center solutions.
Publish Date: March 22, 2017 5:00 AM
|1.)||3D Vision Consulting|
. Contact Center setup, management and transformation across all key components including Vision & Strategy, People, Technology, Quality, Processes, Communication and Facilities.
• Customer Experience strategy, design and implementation across multiple delivery channels.
• Design and implementation of full-cycle Ticket/Complaint Management Process/System.
• Develop Customer Satisfaction, Staff Satisfaction and Staff Motivation strategy and programs.
• Develop end-to-end Business Processes, efficient SOPs and well-structured SLAs.
• Build modern customer communication channels including Live Chat, AI Chat Bots, WhatsApp and Social Media Integration.
• Design Sales/Telesales structure, p...
|2.)||Call Center Masters|
Giving consulting services to call centers
|3.)||CC-CMM Certification Institute|
Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
Call Centers, Contact Centers and Cloud Solutions Consultancies
|6.)||Customer Support Asia|
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
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We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.
Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
|8.)||ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)|
Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
|9.)||Lieber & Associates|
Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
|11.)||Outsourcing Solutions Europe|
Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers
|12.)||PCA Advisors Ltd|
Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.
We can help You boost Your business results by:
- Building or developing high performing multi-channel customer care operations
- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions
- Developing Your teams' skills to excel front and back-office operations and Customer relations
- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach
- We will help You manage challenges and risks when changes affect people, operations and technology.
PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
|16.)||SCC Services Group|
Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
|17.)||The Taylor Reach Group|
Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
|18.)||Triad Services |
Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
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