Upselling occurs when a call center representative draws a customer’s attention to an enhanced or an additional product or service that is greater in value. Upselling and cross-sellingĬall center agents are frequently encouraged to identify and leverage potential upselling and cross-selling opportunities when interacting with customers. Most of these calls are made with the help of various types of call center dialers that can automate the dialing process and significantly improve agent efficiency, performance level and productivity. The purposes of these calls may include cold calling and validating leads, telemarketing sales, collections, surveys, non-profit or charity fundraising, appointment setting and proactive customer service notifications. Outbound call center agents are responsible for making outbound calls to prospects or customers. When customer issues cannot be handled immediately and need further troubleshooting, agents need to follow up with customers after the first interaction to inform them once the issue is resolved or update them on the progress. That is especially the case for SaaS companies selling complex, technically sophisticated products. Though first call resolution is an ideal scenario in any call center, in reality not all customer queries can be resolved during the first call. Escalate properly if they don’t have the right skill level or authority to resolve an issue on the first contact.Present a solution and verify that the problem is solved.
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