The outbound team at the company were dedicating precious time to process validation: work that did not provide any revenue.
We took advantage of this unique reason behind calling to also propose a product or service that best suited the customer’s needs.
Cost-to-profit transition. A department costing $500,000 now generated $12 million.
Coordinating with the marketing team to decide which services to position and training agents to tactfully introduce a sales proposition, we created an effective approach that could naturally follow the resolution of customer care issues.
Transforming outbound team from cost center to profit center