Act as a contact center consultant ( II ) - Telesales in Contact Center
Tuesday, September 12th, 2006By Hani Masgidi
A successful customer relationship management (CRM) ranging from sales force
automation to marketing to customer service and support
Contact Center and Sales Performance Solutions improve contact center and
sales organization performance through:
1. Score carding and analytics that provide all employees with a role-based
view of relevant Key Performance Indicators (KPIs) indicators that help an
organization evaluate its level of success
2. Communication and productivity tools that keep sales representatives and
contact center agents engaged and current on the latest corporate strategy
and processes
3. Performance management and compensation management that ensure employees
clearly understand individual and organizational goals and objectives
4. Training and competency management that continually tracks and improves
upon workforce skills so that employees operate at peak levels at all times
5. Agents service capabilities that enable quickly and efficiently complete
administrative tasks and obtain support from internal operations, IT, and
product groups, increasing productivity and significantly reducing support
costs
6. Sales and contact center agents must be well trained and supported as
part of any successful CRM initiative so that technology and human capital
are working in tandem to deliver the highest levels of customer service.”
Contact center can increase cross-selling and up-selling of products and
services during inbound customer calls to counteract possible future revenue
losses caused by recent legislative limitations on outbound telemarketing
which makes the contact center more important and productive.
There should be a system by which Performance solutions, and evaluate cost
structures and organizational competence, communicate organizational
business goals, provide training to minimize agents churn, and measure
performance to reward successes. In addition, that can effectively manage
individual employee competence, creating customer-driven organizations in
which contact center and sales representatives are highly skilled and
well-equipped to offer personalized customer service and support.
“After reaching a target through the inbound sales performance and tools to
over come expenses, outbound unit can be set to improve customer loyalty and
start developing sales upon CRM analysis and customer needs, where customers
contacted through the outbound in a certain stage become inbound customers.”
help desk service desk contact center will take you to all what you need to know about your Contact Center consultants at http://www.contactcenterhelp.com And all you need to know to start with your CRM Customer Relationship Management at http://www.crm2crm.com