文档介绍：Transforming Contact Centers into High-Performing Sales Channels: White Paper
Financial Services:
Transforming Contact
Centers into
High-Performing
Sales Channels
By Chris James
Vice President
Best Practices, LLC
Copyright Best Practices, LLC. (919) 403-0251 1
Transforming Contact Centers into High-Performing Sales Channels: White Paper
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Introduction and Study Background
Throughout the global economy, call centers have traditionally played a critical role in providing
customer service. In recent times and across diverse industries, customer service call centers are
also being challenged to take on a vital new role: sales! This new role is not a traditional
approach to sales through outbound telemarketers or direct sales agents. Instead, call centers are
scrambling to master the art of selling while conducting ongoing customer service. For those
who plish this operational challenge, the rewards are great. They include increased sales
with lower acquisition costs, expanded customer relationships, greater barriers to customers’
switching, greater customer loyalty, and enhanced employee satisfaction.
Economic, competitive and regulatory issues are converging to turn this powerful business trend
into a full-fledged service-to-sales “revolution.” Inciting the revolution are the following f