Outgoing Calls or Not Outgoing Calls, That Is the Question
I'm currently working for a large worldwide client with a number of subsiduaries and I'd like your views on a very simple question that they have asked me.
"The contact centres in some subsiduaries actively make outgoing calls and sell to customers and in others they only take incoming calls from customers. How do we determine which of these two models to apply in each subsiduary?"
All comments and experiences welcomed.
Malcolm
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Fonseca
Outgoing Calls or Not Outgoing calls, That Is the Question
My comment is directed more at understanding why one would need to split the calls. Industry analysts like Gartner and Forrester have determined that the incoming calls are in fact the best time to cross-sell meaningful services to customers since they call on their time and that's when you have their attention. Sales through service in fact makes up a big percentage of overall sales. Why would one then consider separating service from sales -- when true customer service would look at it more from the customer perspective of wanting to be served in the best possible way -- whether it is through services or sales.
Malcolm Wicks
Outgoing Calls or Not Outgoing calls, That Is the Question
All true, in theory. In practice there are other factors that determine how best to interface with customers and that can vary by company and customer set. An example could be that the person in the customer company who calls in does not have the authority to place further orders outside of a tight call off contract. No point in trying to upsell them. My client is in B2B and that tends to be different and often a bit more complex than B2C, that's why I started the topic as well of course to encourage debate.
malcolm
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