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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 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 - Keep Cost In Perspective

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

Published: Wednesday, May 30, 2007

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2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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