Now, the way this can be fixed is obvious – we have to start talking call center reps into doing what's right for customers, and in that process to use cross-sell and up-sell opportunities not as a way to just push more stuff, but instead to help the customer improve their lives in some way. So, if we try to sell more stuff, then we're probably going to end up competing on price and having the various entities in our company, that is, the customers, employees and executives, all working against each other. If instead we're trying to help improve our customer's lives then we'll end up selling more stuff. If the goal is to help make sure the customer is very satisfied and that they are getting their problems solved and that we are finding the next right product for them, whether it's a cross-sell or an up-sell -- if we are doing that with a genuine concern for the best interest of the customer, then we'll also be improving the value of the company for shareholders.
Dig Deeper on Contact center management
Related Q&A from Don Peppers
How can you determine the cost of keeping a customer who is threatening to leave? Learn methods for calculating customer profitability for one ... Continue Reading
You can establish call center metrics that encourage agents to build customer satisfaction while also improving profitability. Learn how in this ... Continue Reading
Learn the pros and cons of using click- to-call vs. click-to-chat software and find out which is best for reducing costs and improving the customer ... Continue Reading
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.