Up & Cross selling -> van cost naar profit center

Dr. Jon Anton, Director of Purdue University Center for Customer-Driven Quality, BenchmarkPortal, Inc.

In order to build a successful up-sell and/or cross-sell call center, three topics must be addressed: a) business model issues, b) training and staffing issues, and c) technology issues.

From our database of thousands of call centers, we recruited a group of ten “Best-In-Class” companies that represented major industries to participate in a study to determine what makes a successful up/cross-sell call center. Each participant was an inbound call center with at least 100 seats. Each had the opportunity to up/cross-sell on at least 40 percent of its inbound calls. This article is based on findings from that study.

Klik hier voor het artikel (engels)!