Generate new revenue from contact centre operations

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Identifying new opportunities for revenue growth within your organization can often be a daunting task. However, with efficient planning and innovative management, your contact centre can add to the bottom line of your business by generating new sources of revenue.

There are a number of ways to go about generating new revenue through your contact centre, including:

Making the most of every opportunity – Every time a customer contacts your organization, your agents should treat it as a golden opportunity to generate new revenue. Customer Relationship Management (CRM) Integration solutions from Bell can help you achieve this goal by allowing your agents to identify the highest potential up-sell and cross-sell opportunities for each customer on a personalized basis.

Ensuring your contact centre agents are used to their fullest potential – Many contact centres have dedicated inbound and outbound agents, with little or no effort being made to optimize how their time is used – for example, in slow periods. Needless to say, this is not the most efficient way of generating new revenue.

Instead of having inbound contact centre agents sit idle during slow periods, re-direct some of your skilled agents to outbound dialling duties on a temporary basis until inbound contact volumes increase.

Through the implementation of Outbound Dialling solutions from Bell, your contact centre can make use of sophisticated predictive, preview and progressive dialling modes to ensure your agents are connected to high-value customers from your CRM system.

Do Not Call (DNC) solutions from Bell enable your organization to comply with CRTC regulations. Our solutions monitor your outbound calls, provide an audit trail, and scale to any call centre environment.

Investing in your best asset: your people – Technology only takes you so far in terms of generating new revenue. Ultimately, it is your agents that engage with your customers and sell extra products and services.

Agent training in the areas of upselling, cross-selling, superior customer service and handling difficult customers will give your agents the edge in meeting customer needs properly from the first transaction and beyond.

Providing your supervisors and managers with contact centre leadership training will help set the leadership guidelines for customer experience within every contact centre environment.

Boosting customer loyalty – One of the primary ways that consumers make judgements on organizations is through their own personal experiences. Ensuring that your customers receive top-notch service through every contact point can reinforce a positive perception of your organization and increase customer loyalty.

Make use of Customer Experience Visioning solutions from Bell to help you learn how to incorporate best practices for increasing customer loyalty. Also learn how you can improve the customer experience in your contact centre.

Why Bell?

With Bell, you have access to the largest team of contact centre professionals in Canada. Our experts work to define, design, develop and deploy the appropriate solutions for your organization.

We constantly test new solutions in our own 310-BELL contact centres. We apply key learnings to the solutions we offer, giving you access to best practices, new technology trends and the most efficient processes.

To learn more, visit our contact centre solutions page and complete our assessment tool 6 steps to maximum value, maximum success: A technology roadmap for the customer experience. Then contact your Bell representative to learn more about how you can work towards generating new revenue in your contact centre.