In this golden age of information, call centers are just another a cost of doing business. We're at a critical juncture. Call center technology is tremendously expensive, and the economics are unforgiving. The solution is to get passionate about sales and service. From service centers to profit centers Sales and service are really two sides of the same coin.
Superior service springs from a genuine desire to help the customer.
In fact, if you're not selling to customers, you're not helping them in every way you can. Today's financial services customers are more savvy than ever and can take their business anywhere they like. At the same time, customers are growing ever more comfortable with telephony channels. VRUs may handle 78 percent of incoming calls on average, but they aren't especially good at capturing share of wallet. Effective reps can do just that, turning each call that comes through into a golden opportunity to initiate or strengthen a sales relationship with a customer you may never see face to face.