Call Centers can be located anywhere in the world. You need to be able to tie all of the operators represnting you, your company's good name and brand values into one harmonious script and conversation path, accessing selected portions of your customer database and providing ample opportunities and facilities for the conversation to take new twists and turns, requiring new system calculation and processing facilities.
For example: "Hello Mr. Smith, I see that your policy is up for renewal on 18th May. Could I just spend a few minutes checking to ensure that our information about you is still correct?" - from this simple and polite introduction, a plethora of opportunity awaits, including upgrading existing products, getting feedback on consumer attitudes and trends, cross-selling new products and getting referals.
From this conversation, new products can be quoted and ordered, new quotes and pricing calculations initiated.
Even work flow elements such as a home visit by an agent or health professional can be scheduled, all from one conversation in which your representative is completely in control, well-informed, professional and able to complete the conversation to your customer's or prospect's satisfaction.
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