Moving from a pure service environment to a blended service/sales one typically brings with it new challenges and necessary changes to such critical areas as agent recruiting/hiring, training, incentives and performance measurement.
To find out how today’s organizations have made or are making the transition from a reactive service/support center to a proactive profit center, in January 2007, ICMI surveyed call centers that have implemented a formal cross-selling strategy. In all, 264 centers—representing a highly diverse array of industries and call center sizes—responded.
The 2007 Call Center Cross-Selling Survey Report includes the following contents:
- Cross-Sell “Triggers”
- Cross-Selling Investments
- Impact on Hiring, Training and Coaching
- Compensation/Rewards for Cross-Selling
- Impact on Attrition, Support Functions and Processes/ Workflows
- Cross-Selling Metrics
- Cross-Selling Technologies
- Cross-Selling Challenges and Success Factors
13 pages, PDF download (requires Adobe Acrobat or Reader)
TAGS:
Sales in the Call Center, Inbound Sales, Measuring sales success, Outbound sales, Operations Management
