Horizon CX

FEBRUARY 29, 2024

Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services. This can lead to higher turnover rates, decreased productivity, and a negative cycle of poor service.

Morale 52

Morale Customer centricity Upselling Feedback 52

Amity

MARCH 24, 2017

Most companies have revenue engines that run on delicately intertwined gears of new logos, retention and upsell/cross-sell. My goal at Influitive was to systematically increase retention and to create growth opportunities within existing accounts. Explore potential areas for growth within an account early and often.

Accountability 56

Accountability Engineering Metrics Upselling 56

Callminer

JUNE 3, 2019

It also removes the potential for any internal bias, offering both agents and managers the peace-of-mind they need to ensure they’re holding each other accountable. These situations put your employees at a high risk to not correctly solve a customer inquiry—something that simply can’t be resolved with a script.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Calltools

OCTOBER 19, 2022

You might want to train contact center agents to: Use a script to speed up call times during busy holiday contact center periods. A good script will help agents navigate conversations and reduce errors that extend calls. Your values might include accountability, respect, and customer service. Utilize Remote Employees.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

JustCall

APRIL 4, 2023

Upselling and cross-selling : Unknown to many, inbound call center agents are also responsible for identifying opportunities to upsell and cross-sell products and services to customers, increasing revenue and promoting customer loyalty. This includes key product details, service offerings, pricing, and other relevant information.

Call Center 52

Call Center call center software Upselling Scripts 52

Quiq

AUGUST 18, 2022

Is there a better account-level tier they could take advantage of for your software? And since 52% of customers are open to product recommendations for agents, according to Zendesk , it’s also a great opportunity for cross-selling and upselling (as long as you do it in the customer’s best interest). Veer off script to build rapport.

Scripts 74

Scripts Interactive Voice Response Accountability Upselling 74

Totango

AUGUST 23, 2022

Making upsell offers. This may involve activating an account, setting up a username and password, completing a profile, getting oriented within your navigational menu or learning to use your product’s basic features. However, your marketing and sales department may pursue retention policies to win back lost accounts.

B2B 117

B2B Journey mapping SaaS Engineering 117

CustomerSuccessBox

MARCH 10, 2022

Automation provides you the sixth instinct and an additional hand to create more productive engagements across all your accounts. Automation helps you achieve this by scripting recurring tasks and trigger-based messaging depending on the behavior, lifecycle, or product usage. Alerts for new accounts. Human Intervention Tasks.

SaaS 52

SaaS Upselling Education Accountability 52

Totango

SEPTEMBER 13, 2022

For example, you can have a different playbook script for customers with low satisfaction scores versus those with high satisfaction scores. Expansion of product usage through upsells. Still, manual actions may be required for achieving certain objectives, particularly with high-touch accounts and for certain support tickets.

SaaS 88

SaaS Upselling Best practices Customer retention 88

JustCall

MARCH 10, 2023

Conclude with upselling/cross-selling: “If you’re interested in <product 1>, you might also want to check out <product 2>, which offers XYZ extra.” Follow a Script When you think of it, call flows are like decision trees. So, avoid being rigid about the call flows and the script. Every call is a roll of the dice.

Call flow 40

Call flow Contact Center Scripts Interactive Voice Response 40

SharpenCX

FEBRUARY 24, 2023

This helps banks identify cross-selling and upselling opportunities in order to provide products that will help customers reach their financial goals. Develop a resource library for your agents with training materials, sample scripts, and more. It also allows banks to troubleshoot issues before they become bigger problems.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Totango

MARCH 15, 2022

This enables your staff to support more customers per staff member instead of tying you down to a 1-to-1 ratio between customers and account managers. The same principle applies to your procedures for each stage of your customer journey , including adoption , escalation , renewal , upsells and brand advocacy.

Best practices 97

Best practices Enterprise Upselling Scripts 97

JustCall

MARCH 6, 2023

Over time, this leads to retention, upselling and overall brand satisfaction. Preparing detailed call scripts as well as recording calls are other ways to track the performance of call center agents. Or the need for upselling could be uppermost. This monitoring helps to ensure that CSAT levels keep rising.

Call Center 52

Call Center Abandon rate Metrics Upselling 52

Call Experts

OCTOBER 5, 2023

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. Tools and resources to help agents succeed include knowledge bases and scripts. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Voxjar

MAY 22, 2018

Did your rep: Follow the greeting script. Ask to speak with the correct person/account holder (outbound). Account verification. Did your rep: Request account verification before offering account details. Did your rep: Request account verification before offering account details. Script Adherence.

Coaching 45

Coaching Scripts Calibration Telemarketing 45

Calltools

MAY 27, 2020

Following call scripts. Improve call scripts. This might include using the customer’s name, introducing themselves properly, or reading your greetings script. Complying with data governance legislation. Making enough sales based on internal criteria/previous performance standards. Following through on sales opportunities.

Coaching 52

Coaching Government Scripts Metrics 52

Quality Contact Solutions

FEBRUARY 12, 2021

Whether their service is 3rd party IT support, accounting services, or coupon marketing, they all rely on an outbound telemarketing agency to design and implement a program that will meet its goals at a price that fits their budget.

Telemarketing 98

Telemarketing B2B Call Center Sales 98

Tethr

JULY 21, 2020

Using Tethr’s Agent Impact Score (AIS), businesses can start connecting agent quality to effort reduction, while holding agents accountable for customer experience. Customers deserve a spot on your QA scorecard, but they’re often forgotten in the QA measurement process. Modernizing QA. AIS represents a new way forward.

Coaching 71

Coaching Construction Upselling Scripts 71

Callminer

SEPTEMBER 14, 2020

For instance, a call center business analyst might recommend implementing an interaction analytics solution for a collections and accounts receivables management (ARM) firm to ensure that call center agents meet compliance requirements for debt collection. They can assess how current scripts are performing and change them as needed.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Call Experts

AUGUST 19, 2021

One of the most common uses is for companies who need help opening new accounts with their banks or credit unions. Businesses love Live Chat for customer service support, sales cross-selling and upselling opportunities, and appointment scheduling. Or, you can provide customized scripts to support your specific client needs. .

Answering services 52

Answering services Upselling Scripts Banking 52

Call Experts

APRIL 8, 2024

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. Tools and resources to help agents succeed include knowledge bases and scripts. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

SmartKarrot

OCTOBER 3, 2023

Customer Success Managers are at the heart of retaining and growing customer accounts. Playbooks can be created for any business scenarios, but for the sake of brevity, we will take the example of three critical ones: customer onboarding, issue resolution and, account growth. They help clients get value from the product or service.

Management 19

Management Best practices Upselling Scripts 19

TeamSupport

AUGUST 17, 2020

Assign the ticket to an agent who is familiar with that account and let them suggest the right course of action. And in the course of the dialogue, may uncover an opportunity to upgrade their account—an upselling opportunity—and that can only be determined by taking time to find out what the real problem is…and fix it!

B2B 59

B2B Self service Upselling Customer Support 59

aircall

MAY 14, 2021

Call centers for customer support can make vastly more calls to customers to upsell, introduce new products, and ensure customer satisfaction when using predictive dialers and auto dialers. 2) Personalize scripts. Scripts are a useful tool that can work for or against your company. First call close or first call resolution.

voip 62

voip Telemarketing Scripts Abandon Call 62

Transparent BPO

JUNE 19, 2019

Along with the cost of recurring revenue each year, there’s the potential for loss of upsell opportunities. “Anyone can read a script. One of our account managers will respond by the next business day. New customers don’t spend as much as current customers, at least not a first. Loss of expansion opportunity income.

outsourcing 95

outsourcing Call Center Contact Center Customer retention 95

Expivia

APRIL 1, 2021

We have many clients that have differing views on this so we have been using both models for many years and layer them on top of one another to create an overarching QA plan that takes into account the associate and program health. If an associate is not using a proper greeting, disclosure, upsell, or close we need to fix that right away.

Quality management 52

Quality management Call Center Management Coaching 52

ChurnZero

JULY 9, 2020

For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must. Product Usage – is the account above 80% license utilization with high usage across all features? Uncover Opportunities With Upsell Campaigns. Bolster Benefits With Blogs, Resources, and Newsletters.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

JivoChat

FEBRUARY 16, 2021

Mandatory account creation. Then create a live chat script to target visitors proactively. Upsell and cross-sell at the point of purchase. Proactive live chat gives you the chance to increase a customer’s total order value by using upselling and cross-selling techniques at the point of purchase. Lack of payment options.

Best practices 52

Best practices Upselling Abandon rate Analytics 52

ChurnZero

SEPTEMBER 7, 2023

QBRs, when designed with respect to customer needs, are an effective tool to gain strategic alignment between a vendor and an account. You want to have the executive who is accountable for your performance, the people you work with regularly, and others who have significant influence over decisions present during these calls.

Accountability 52

Accountability Upselling Scripts Personalization 52

Kayako

MARCH 7, 2019

These requests tend to be fairly simple to resolve without human operators; moreover, most of them have low value for the business, e.g. recovering a password to an account. The success of chatbots in communicating with customers and providing them with the answers they’re looking for largely depends on the script they use.

Chatbots 50

Chatbots Customer Support Upselling Scripts 50

TeleDirect

MARCH 27, 2019

Do I require live agent support, automated tools, scripted assistance, or all of the above? With a competent outsourced outbound platform in place, you’ll have the following services accounted for: Market research – important for gaining an edge on the competition. Telesales & upsells – grow your business organically…effortlessly!

outsourcing 48

outsourcing Call Center Scripts Business Process Outsourcing 48

Global Response

JULY 10, 2023

Many Philippines call centers even go above and beyond to ensure quality, such as employing English language tutors to improve agent’s communication skills, reduce accents and make scripts more conversational, as we do with our teams at Global Response. This is often a difficult step that is under-accounted for in the planning process.

Call Center 62

Call Center outsourcing Technical Support Education 62

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

JivoChat

JUNE 9, 2021

There are two main kinds of chatbots: Rules-based chatbots are sometimes called decision-tree bots or scripted chatbots. After the leads are qualified by the chatbot, a customer service agent or account executive can follow up. Upsell and cross-sell. Conduct surveys. Source: Jenny.

Chatbots 52

Chatbots Marketing Upselling Surveys 52

aircall

JANUARY 29, 2021

Upselling and cross-selling . Practice reciting scripts out loud in a natural way so they don’t sound rehearsed. Practice with digital tools such as pulling up CRM information and other customer account data. Call center training encompasses many different areas. Here are some of the common ones: . Product knowledge.

Best practices 62

Best practices Call Center call center software Morale 62

Call Experts

MAY 20, 2022

A contact center provides 24/7 support for all your customers who have questions or need help with anything from ordering products or services to adding new users to their accounts. Call Experts’ experienced Experts work from custom call scripts and can answer various questions for clients. What is a Contact Center?

Contact Center 98

Contact Center Answering services Call Center outsourcing 98

aircall

FEBRUARY 5, 2021

The call center representative is so scripted, the call seems impersonal. Good sales reps are willing to keep systems updated so that they or their peers can access accurate customer account information at any time. Top salespeople are good listeners, and they never miss an opportunity to upsell, cross-sell, and ask for referrals. .

Call Center 62

Call Center Average Handle Time call center software CRM 62