Call centers can often be new and unexpected engines for growth.  World-class call centers have the capabilities to convert up to 4% of all inbound calls into incremental sales, and a further 5% of calls into relationship-enhancing offerings, agreements, promotions or services.  At these conversion rates, inbound call centers can generate yearly incremental product sales totaling as much as 10% of a company’s sales force.  Many companies are mired in their attempts to construct this kind of growth engine because of implementation complexities, but Trindent will help you do the following:

• Implement a superb experience at all customer touch points that prevents high volumes of non-value-added complaints, transfers, billing discrepancies or queries.
• Provide directed cultural changes that make an absolute commitment to cross selling.  This can be accomplished only when customer service representatives truly believe that bringing customers needs to light is part of providing superb service.
• Build agent skill levels with words that work and natural-sounding dialogues, rather than scripts which tend to sound inauthentic.
• Route calls to agents who are most likely to provide a compelling experience.  One version of this is called ‘harvesting’ or selecting a few of the 80% to 90% of customers who never reach an agent and taking advantage of that opportunity to have a conversation with them.
• Put the metrics and tools in place for success.  When companies establish and align clear performance expectations, develop the right capabilities and reward strong performers - only then can exceptional performance occur.
• Ensure sustainability of the changes that have been installed once the engagement ends.