|
|
|
|
 |
The only publication dedicated to OSS Volume 2, Issue 6 - Nov/ Dec 2005 |  |
|
From Contact Center to Revenue Center  The principle benefit of a customer contact center up-sell/cross-sell program is increased sales to current customers, with a very low cost per sale. While any up-sell/cross-sell initiative will result is some sales, a program that offers targeted products/services to each customer will increase the close rate compared to other methods. Other benefits include greater engagement with customers, increasing the “stickiness” of the customer relationship, and increased customer satisfaction resulting from the targeting of products and services to the individual customer buying patterns. And, if increased revenues and improved customer satisfaction aren’t enough, an effective initiative can actually help reduce costs. The tailored recommendations provided by predictive modeling increase the likelihood of a first-offer sale, lessening total handling times compared to other tactics. By introducing sales into customer service contact centers – and potentially combining sales and service functions in a single contact center – enterprises can reduce overhead. For contact centers trying to make the transformation to revenue center, predictive modeling provides a powerful tool for finding the best of both the service and sales worlds. But as with any tool, the key lies in doing it right—and applying the breadth of knowledge and skills to address the sophisticated technology, the analytical challenges, and the people portions of the equation. It isn’t easy, but the potential rewards are simply too great for any contact center to ignore.
© 2005, All information contained herein is the sole property of Pipeline Publishing, LLC. Pipeline Publishing LLC reserves all rights and privileges regarding the use of this information. Any unauthorized use, such as copying, modifying, or reprinting, will be prosecuted under the fullest extent under the governing law. |
 |
