Interviews with Digital Media Thought Leaders
Optimizing Cross-Selling For Call Center Operators
Podcast Video | Posted by Phil Leigh on February 7, 2008
Summary: If you would like to learn how Call Center operators can better cross sell to customers based upon the client’s surfing pattern at a destination website, this interview is for you.
Our guest today is Rob Lee who is the CEO of Xsell. His company provides Software-as-a-Service enabling Call Center operators to offer products germane to the visitation patterns the client has exhibited at the destination company’s website. For example, if I phone my bank to report a lost credit card, an Xsell-enabled Call Center operator might suggest mortgage products based upon my (hypothetical) earlier investigations of mortgages at the bank’s website. Phil’s Take. Big enterprises like banks, telephone companies, and CATV operators could probably benefit by enabling their Call Center personnel to sell products to clients who phone-in with unrelated questions or problems. If the operators have a record of the client’s visitation pattern at the applicable website, they can offer products that might better fit the customer’s interest thereby increasing the chances of ringing the cash register.
The Xsell value proposition is a good one. However, the devil will be in the details because so many of the targeted industries have legacy computer systems with disparate operating characteristics. Recognizing the problem, Xsell has chosen the Software-as-a-Service model to avoid the incompatibilities that are often inherent a legacy system. As one industry expression puts, “Although God created the World in six days, he did not have a legacy system to deal with”.
Categories: Podcast Video
Tags: Call Center Operators, Call Center Sales, Call Centers, Cross Selling, digital media, Phil Leigh, Rob Lee, Xsell
Permalink | Email This |
Leave a Comment
If you would like to make a comment, please fill out the form below.
