Why Incentive Programs Help Increase Upselling in the Contact Center

Content Manager

The contact center staff needs to be trained and coached on how to collect and use valuable data from customers to encourage the purchases of additional products and services.

“[Representatives] should be trained that upselling is not selling at all. Upselling is a service that gives the customer the opportunity to buy more of what they already called in to get,” says Tim Holody, chief operating officer/general manager of Seta Corp (Palm Beach Jewelry), who will speak about the subject at Operations Summit 2014.

In order for upselling to be effective in the call center, Holody says your people must be armed with the right information, tools and motivation in order to present products and services to the right customers.  A properly designed incentive program rewards your employees because they have made important and significant contributions to the company’s revenues and profits.

Is your incentive program doing this?  If not, Holody says it’s time to change things up, incentive programs can significantly improve contact center KPI’s but must address specific needs or you’re wasting time, energy and money.

“The key to upsell success in any contact center is the overall attitude of the company relating to how the contact center operates,” Holody says. “Focusing only on the traditional cost measurements will backfire, your contact center is a sales center, not a cost center.”

Operations Summit 2014 will be held in Indianapolis April 22-24.

Partner Content

Hincapie Sportswear Finds Omnichannel Success in the Cloud - Netsuite
For more and more companies, a cloud-based unified data solution is the way to make this happen. Custom cycling apparel maker Hincapie Sportswear has leveraged this capability to gain greater visibility into revenue streams, turning opportunities into sales more quickly while gaining overall operating efficiency. Download this ecommerce special report from Multichannel Merchant to more.
The Gift of Wow: Preparing your store for the holiday season - Netsuite
Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?
3 Critical Components to Achieving the Perfect Order - NetSuite
Explore the 3 critical components to delivering the perfect order.
Streamlining Unified Commerce Complexity - NetSuite
Explore how consolidating multiple systems through a cloud-based commerce platform provides a seamless experience for both you, and your customer.