文档介绍：McKinsey on Banking
An in-depth look at the challenges facing senior managers Published by The McKinsey Quarterly May 2006
Chris Corr
Using call centers to boost revenue
panies can turn their inbound call centers into powerful engines for growth.
Article at a glance
For some and credit panies, call centers account for more than half of all new revenues.
But a fear of putting service customers off with sales pitches and an ignorance of how much value is at
stake have made many retail banks slow to implement a service-to-sales program.
We estimate that essful efforts to cross-sell during inbound service calls could boost a retail bank’s
sales of new products by 10 percent, based on a study of North American banks.
To realize this goal, companies must first provide consistent, high-quality customer service. Then
executives must ensure that all employees have the proper mind-set, motivation, and skills.
Using call centers to boost revenue
Andy Eichfeld, Timothy D. Morse, and Untapped call center potential for banks
Katherine W. Scott Banks have been slow to embrace a service-to-sales
program, mostly because their products (such as
home equity loans) are inherently plicated
A decade ago, panies hadn’t even than, say, munications products (call-
considered the revenue potential of inbound waiting, for example). During the first hal