Once thought to be primarily a customer service channel, contact centers are evolving into profit-driving business units. How are you transforming your contact center into a profit center?

1. 5 Strategies
to Transform
Your Contact Center into
a Rev-Gen Center
Once thought to be primarily a customer service channel, contact centers are evolving into profit-driving
business units. How are you transforming your contact center from a cost center to a profit center? Here are five
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 offers and
services, and deliver real-time guidance prompts that
help agents formulate a solid
next best action path
for the customer.
SHOWTHEM
THE MONEY!
Create an attractive and
attainable incentive program that
drives an aggressive selling
environment. Use gamification
techniques to establish healthy
competition among agent
groups and provide real-time
scoring prompts on the
agent desktop.
RE-WRITETHE 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 BEYOND
CSAT 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 ATTHETOP.
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.