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Headed by senior executive George S. Richards, Sempris, LLC, delivers customer-focused marketing solutions for retailers in a range of industries. In addition to direct mail marketing and loyalty rewards programs, Sempris, LLC, works with inbound call centers.
If trained properly, agents at inbound call centers can greatly increase revenue and sales. The following strategies can help agents recognize opportunities to sell extra products or services during customer interactions:
– Use personalized pitches. Call center agents have a significant amount of customer data at their fingertips, including repeat purchases and account usage. Agents should analyze this information to determine the type of pitch that is suitable. For example, customers should be told if they qualify for a package deal or a new type of plan.
– Be helpful. Customers call inbound service centers to get help. Solving customers’ problems must take priority over selling. However, agents should imply early in the call that the customer may be interested in new products. After the customers’ problems have been resolved, agents can provide more details on the products they are selling.
– Use data. Agents should use real numbers to demonstrate the value of products or services. Skilled agents can also incorporate the information they’ve picked up from the customer during the call to bolster their pitch. For example, if a customer is worried about delivery times, an agent can explain trackable next-day delivery options.
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