Using Call Center Outsource To Raise Revenues And Keep Customers Happy

By Author: Larry Chandler
Total Articles: 739
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When companies hear the term “call center outsource” they usually think of it only in terms of cutting costs. However, when used with the proper strategy, outsourced customer service can actually increase revenue through two important means.


The Up-Sell


The right call center outsource team can help increase revenues in a number of ways. With the ability to handle phone calls as well as text messages, faxed orders, email orders and social media contacts a outsourced customer service center can generate new lines of revenue that were not possible just a few years ago. Far too many organizations are missing out on sales during their inbound calls. Well trained operators know the right time to pitch an up-sell to a customer on the phone and when to pitch a cross-sell. These two pitches are ingrained in call center outsource operators.


One prime example of outsourced customer service comes from the financial industry. An analyst firm known as IDC reported that companies in the financial industry spent over $3 billion in the year 2005 on outsourcing their ...
... payment service. This trend is expected to grow each year for the next few years by at least 5 percent. Banks, credit unions and credit card companies have seen phenomenal success in their cross-sell and up-sell initiatives thanks to a call center outsource philosophy.


In fact, one of the leaders in investment banking chose to contact a call center outsource agency in order to reach three goals. First, the bank wanted to increase revenue from an existing sales campaign. Secondly, the bank wished to develop new leads for an upcoming offer. And third, the bank wished to use the outsourced customer service to handled incoming inquiries concerning new services for their credit card division. The investment bank increased their revenue by $600 million through the efforts of the call center outsource.


Keeping Customers


Ask any business owner that has operated their company for at least 2 years and they will all agree on one thing: keeping current customers happy so that they will purchase again and refer their friends is vital to maintaining the business. Outsourced customer service has shown signs of retaining customers and keeping them happy. The combination of expertly trained operators, execution at the right time and unique business programs can improve customer retention by significant margins.


Whenever a customer calls the call center outsource team that is a golden opportunity to impress upon the customer his value to the company. Having operators specifically trained on saving a customer that is unhappy with a product or service can lead to future revenue not only from that customer but from their relatives and friends who hear about the excellent job done by the outsourced customer service team.


While it is true that using a call center outsource team can save a company on expenses, the real beauty of this service is the chance to increase profits and keep customers happy.

Larry Chandler is a freelance writer for The Connection, an agency offering outsourced customer service. Find out how their call center customer services can help your company by visiting their site The-connection.com.