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Article : Out Of Superior Service, Sales Will Come: Impacting the Revenue Stream in the Contact Center

For existing customers who don’t visit your company and prospective customers who need products and services but don’t know whom to call, the contact center is a crucial sales channel. Your contact center agents have tremendous power, perhaps more than any other employee, when it comes to strengthening sales relationships with customers your organization may never see face-to-face.

There’s no doubt that customer loyalty and the opportunity for cross-sales it creates is a hot commodity. By delivering superior service while exploring and acting on sales opportunities, your agents can greatly enhance your company’s competitive positioning with increased customer retention.

Providing outstanding service while pursuing sales simultaneously may sound daunting, but it really shouldn’t. Needs-focused selling—with its use of open-ended questions, active listening, and comprehensive solutions—is actually a form of superior customer service.

Contact center agents who speak intelligently and confidently with customers about their needs and then offer solutions add value to every call. In fact, if your agents aren’t selling to customers, they’re not really providing superior customer service.

Here are a few key steps you can take to get your contact center on the path to sales and service excellence:

  1. Provide agents with a telesales model that defines your center’s superior customer experience. The model should link to your contact center’s sales goals, identify the major components of a call, and detail the specific behaviors agents are expected to perform during each customer contact. 

  2. Help agents build the competencies, skills, and product knowledge they need to exploit the model to its fullest. When knowledgeable agents ask probing questions to uncover customer needs, listen carefully to the answers, and suggest products and services to meet those needs or make a referral, they improve the customer experience and sell more. Provide agents with targeted training to develop these skill sets and sustain the new skills through regularly scheduled coaching sessions. 

  3. Ensure customers are receiving the quality of service your agents are expected to provide. By monitoring live calls and/or reviewing archived calls, you can assure that the customer experience agents are providing is up to par with your contact center’s highest standards and practices. Regular monitoring enables you to identify strengths and gaps in agents’ performance as well as compare performance month-to-month for internal benchmarking purposes.

Exploring sales within the service calls they manage is one area where agents can truly shine and increase the value your center brings to the entire organization. Leveraging this lucrative opportunity requires commitment and passion from the contact center management team. Take advantage of it by developing your team’s ability to make the most of every customer contact.

About Laurie Hotard:
Laurie Hotard is senior contact center consultant at Omega Performance, a worldwide provider of diagnostic, consulting, training, and coaching solutions to the contact center industry. Laurie partners with managers to help improve contact center profitability and productivity by developing and implementing sales and service performance solutions. Her work includes strategic planning, executive consulting, development of management practices, training delivery, and sustainment activities.

About Omega Performance:
Company LogoOmega Performance improves business by empowering people with the knowledge, skills, and behavior to achieve outstanding results. Since our founding in 1976, Omega Performance has enabled more than 2 million people in over 2,500 organizations around the globe make immediate and lasting changes in how they perform.
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Today's Tip of the Day - Impacts Of Technology

Read today's tip or listen to it on podcast.

Published: Wednesday, May 30, 2007

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2021 Buyers Guide IVR

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

Nuxiba Technologies

Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

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