Call Center Upselling Services

Marketing and sales executives have begun to see the opportunity to grow business over the telephone with:

• upselling
• cross selling
• bundling

Upselling and cross selling use the marketing dollars you have already spent to create maximum advantage. Presenting your customers with more choices than the item they are purchasing can increase profits for minimal cost. It is no longer enough for your company to offer just one product to a customer. If a customer calls to purchase a new refrigerator, it only makes sense to offer an extended warranty and a microwave to complement the refrigerator.

Approaching your existing customer base with new offers is another form of upselling. Many companies use a variety of opportunites of presenting upselling offers to their existing client base including:

• e-mail
• direct mail
• outbound telemarketing
• customer care

Call Centers can help do this by collecting the information that leads to better marketing. Great cross-selling, up-selling and bundling occurs when your agents have been trained to ask the right questions, and, move to the right direction. Oftentimes, agents instinctively offer the easy solution for themselves, instead of the easy solution for the customer. The agent may believe his favorite magazine is the best sales product available, when in reality the customers’ buying propensity has indicated clearly that the agent’s favorite magazine is the least likely choice of the customer.

What does this all mean? Your call centers can become a much more dynamic tool for your business, going forward.