5 Strategiesto Transform

Your Contact Center intoa Rev-Gen Center

Once thought to be primarily a customer service channel, contact centers are evolving into pro�t-driving business units. How are you transforming your contact center from a cost center to a pro�t center? Here are �ve

tactics to consider for converging sales and service activities to build a robust revenue generating culture.

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DELIVER INTELLIGENT GUIDANCE.Tap into legacy systems to retrieve customer data;

integrate with new systems to deliver o�ers and services, and deliver real-time guidance prompts that help agents formulate a solid next best action path

for the customer.

SHOW THEMTHE MONEY!

Create an attractive and attainable incentive program that drives an aggressive selling environment. Use gami�cation

techniques to establish healthy competition among agent

groups and provide real-time scoring prompts on the

agent desktop.

RE-WRITE THE JOB DESCRIPTION.Start hiring the right people who have selling

competency. Extend the job requirements beyond customer service skills and include selling as part

of the agent’s responsibilities.

THINK BEYONDCSAT AND NPS.

Start tracking sales conversions or sales dollar values as part of your

center’s KPIs. Track transaction activity data to understand what behaviors are driving

increased sales and establish these as the “gold standard.”

START AT THE TOP.Executive buy-in is a ‘must have’ when it

comes to transforming your contact center operations into a revenue

generating-focused business unit. Gain support by

aligning sales and revenue reports into your executive scorecard.