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December 31, 2005
Maximize the Utility of your Contact Center
We tend to look at contact centres as simply service-oriented cost centres that deal with customers as economically as possible. These views are now changing. Contact centres can move from being sole service-providers to value-providers by capitalising on every contact made within the centre. The key focus areas having the most impact on bottom-line profits are maximising on customer contacts, and customer retention. For this, Customer Service Representatives (CSR’s) will have to learn the art of cross-selling. To be able to do this, they need to be aware of all the various products or services provided by the company. Remember that when customers are made to swing to-and-fro from one department to the next for information of different products, it becomes extremely frustrating for the customer. To avoid this, hold product briefing sessions at least once a week, maintaining that each CSR will be multi-skilled in order to serve as a one-stop point of contact for the client. Also, CSRs need to be able to close the sale. One way to improve sales closure is to improve their knowledge of competitor products. CRM today reports:
Sometimes all it takes to complete a sale is to compare your own products or services to that offered by your competitors. Most customers would appreciate your help in providing comparisons with competitive products – you’re doing their homework for them – provided the information given is 100% correct.
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