To increase upsells and sales conversion rates

• Of course all organisations are aiming to grow revenue in order to satisfy investors and shareholders.
• You will often find multiple quotes from executives, PR articles and sections in annual reports that speak of the growth objectives at an organisation.
• Organic growth is achieved by obtaining new customers, whilst keeping your current customers happy and selling more to them, too.
• Call centre reps are at the epicentre of this. The rep will often be the only human being from the company that the customer interacts with.
• If reps aren’t understanding the needs of the potential customer, are positioning products and services ineffectively, or are failing to build rapport, then sales opportunities will be lost.
• It is vital that CSRs limit mistakes, are well trained, continuously improve and satisfy customers.
• The only way for an organisation to take control of this is through an effective QA process, that identifies development opportunities and takes remedial action."