While companies frequently move call center operations off-shore for better cost-savings, they routinely neglect the fact that only 21% of customer contacts lead to cross-sell and up-sell opportunities, the true measure of a call center’s effectiveness. 

American corporations, especially in the financial services industry, continue to miss the ball on the true value their call centers bring to the bottom line, according to a recent study by business intelligence firm Cutting Edge Information. Nearly 60% of call centers fail to even practice cross-selling and up-selling during customer interactions. At that rate, those call centers will struggle to turn a profit.

“Managing Financial Services Call Centers,” available at http://www.CuttingEdgeInfo.com/FS80_Call_Centers/ contains budget and staffing metrics as well as strategies and tactics to enhance overall call center efficiency and boost customer satisfaction.  The report reveals that financial services call centers that master cross-selling and up-selling tactics positively impact bottom-line revenue. 

“The most effective way to generate revenue through a call center is to strategically focus on cross-selling and up-selling new products,” says Cutting Edge Information senior analyst Elio Evangelista.  “Too often, call center reps are trained to stick to scripts when they should be listening to their customers’ needs.”

 The study argues that companies familiar with individual customers needs’ are better positioned to serve those needs. To recoup investments and generate new revenue, call center managers must implement cross-selling and up-selling strategies.

 “Managing Financial Services Call Centers” showcases quantitative metrics and qualitative practices in the following areas:

* Call center agents’ incentive and compensation packages

* Turnover, blocked calls, cost per rep and many other key performance measurements

* Inbound and outbound call metrics for the financial services industry

* Up-selling and cross-selling strategies

* Offshore outsourcing

* Process efficiency and call center technology

 To view the online summary of this 114-page report, visit http://www.CuttingEdgeInfo.com/FS80_Call_Centers/ . For more information on this report or to learn about other research being conducted by Cutting Edge Information, contact Jan Blanchette at Jan_Blanchette@CuttingEdgeInfo.com or 919-433-0218.

 
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