Relationship Sales in the Call Centre

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Robert Beckerman

Relationship strategies to increase sales in the call centre with existing agents. RIGHT. NOW.

Business

Relationship Strategies can Increase Sales in the Call Centre with No Risk and Low Cost ,[object Object],[object Object],[object Object],[object Object]

The Potential Longer-Term Impact of Selling on an Inbound Customer Service Interaction Over-emphasizing sales can hurt relationships.

How Relationship Strategies Can Sell More Business as Usual Relationship Strategy Inbound Call Sale No Sale No Feedback Automated Relationship Sales Program Issue Resolved Initiate Dialogue Collect Feedback Close The Call

Actual Results: More Sales after ‘No Sale’ Calls ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Collect Feedback for the Relationship Sales Program ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Selling Automatically Continues After the Call ,[object Object],[object Object],[object Object],[object Object],Customer Follow-Up Strategy After-Call Sales Contact Call Data

How the Raybec Solution Makes It Easy To Sell More After the Agent Completes the Call ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Mechanizing Best Sales Practices Increases Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Click to Micro-Site Personalized Micro-Site

Case Study Relationship Sales Strategies for Call Centers Increasing Sales, Retention and Satisfaction Presented at : Purdue University Call Centre Campus Las Vegas Conference

Agents asked for Feedback. A Thank You Card was sent as a follow-up Process ,[object Object],[object Object],[object Object],[object Object]

Customer feedback was collected ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Sales and retention results were outstanding ,[object Object],[object Object],[object Object],Increase in Sales + 5.6% Measurement was tracked with statistical confidence of 95% for 12 months 5.6% X%

What was learned… ,[object Object],[object Object],[object Object]

How To Get Raybec Working For You ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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