Contact centers are becoming heavily involved in sales activities, according to a recent research report by Aberdeen, a Harte-Hanks Company. Best-in-Class organizations have an average cross/up-sell of thirty-four percent (34%) in the contact center. This fact was unearthed after an April and May survey of over 140 companies and revealed in the benchmark report “Cross-selling and Up-selling in the Contact Center” (May, 2008).
In addition, this report delves into the factors pressuring companies to implement cross-selling and up-selling in the contact center as well as the strategies that they take to overcome those pressures. The study points out that the top two pressures are the need to establish customer service as a competitive differentiator (62%), and revenue and profit (60%). According to Aberdeen, the contact center is the hub of customer interaction and traditionally its role was to solve customer problems. Yet with the need to establish customer service as a competitive differentiator, cross-selling and up-selling provides the opportunity to not only solve this problem, but also enable the contact center to generate revenue.
More information on the contact center industry can be found at www.Supportindustry.com
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