Is your telesales organization leaving money on the table? Are your frontline support agents missing goldenopportunities to cross-sell and up-sell your customers? When it comes to such opportunities, marketingteams often don’t take advantages of the people on the front lines with their customers.To help you transform a cost center into a profit center, follow these 7 tips:1.
Provide exceptional case responsiveness
– You won’t be ableto up-sell customers if they’re upset by the time they speak to anagent. To avoid that scenario, make your case managementprocess easy and seamless, for both your customers and youragents. Consider integrating your phone system with SalesforceCRM so agents can access information about the customer duringa conversation.2.
Know what customers own
– Use standard functionality such as the assets feature to track whichproducts each customer owns. For information about implementing assets, consult Help andTraining.Also check out this free application on the AppExchange to automate the process of
converting products on closed/won opportunities into assets.3.
Set up an agent console
– With such a console, you can connect data points that make it easier foragents to view information in context. For example, you could list open cases in the upper frameand asset-specific information in the lower frame, as shown below.
Make sales advisor tools available
– Be sure to regularly tell your agents about specific offers you wantthem to propose. Consider displaying a “message of the day” on their home tabs that’s visible every time anagent logs into Salesforce CRM, as shown on the following page.
Turn your call center into a revenue center byenlisting your customer service agents to up-selland cross-sell as part of their jobs.
By Greg Curgenven
7 tips for creating up-sell opportunities from yourcall center