5 Strategies to Transform Your Contact Center into a Rev-Gen Center

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Once thought to be primarily a customer service channel, contact centers are evolving into prot-driving
business units. How are you transforming your contact center from a cost center to a prot center? Here are five
tactics to consider for converging sales and service activities to build a robust revenue generating culture.

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5 Strategies to Transform Your Contact Center into a Rev-Gen Center

  1. 1. 5 Strategies to Transform Your Contact Center into a Rev-Gen Center Once thought to be primarily a customer service channel, contact centers are evolving into profit-driving business units. How are you transforming your contact center from a cost center to a profit center? Here are five tactics to consider for converging sales and service activities to build a robust revenue generating culture. Follow us onlinewww.openspan.comv0514 DELIVER INTELLIGENT GUIDANCE. Tap into legacy systems to retrieve customer data; integrate with new systems to deliver offers and services, and deliver real-time guidance prompts that help agents formulate a solid next best action path for the customer. SHOWTHEM THE MONEY! Create an attractive and attainable incentive program that drives an aggressive selling environment. Use gamification techniques to establish healthy competition among agent groups and provide real-time scoring prompts on the agent desktop. RE-WRITETHE JOB DESCRIPTION. Start hiring the right people who have selling competency. Extend the job requirements beyond customer service skills and include selling as part of the agent’s responsibilities. THINK BEYOND CSAT AND NPS. Start tracking sales conversions or sales dollar values as part of your center’s KPIs.Track transaction activity data to understand what behaviors are driving increased sales and establish these as the “gold standard.” START ATTHETOP. Executive buy-in is a‘must have’when it comes to transforming your contact center operations into a revenue generating-focused business unit. Gain support by aligning sales and revenue reports into your executive scorecard.

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