It’s okay when The Rolling Stones’ Mick Jagger sings “I Can’t Get No Satisfaction’ — but not when consumers do when dealing with contact centers.
Customer satisfaction can lead to contact center profits – and recognizing this, contact centers train agents in the art of creating happy customers. The investment contact centers make in training agents – and the time agents invest in ensuring customer satisfaction – should not evaporate once the sale is made or even when a call nears termination.
Sales Portal’s contact center software enhances customer experience by engaging them with end-of-call offers that are relevant to the primary product and then seamlessly transferring them on to the cross-pitching advertiser. Contact centers select the advertiser from a marketplace based on their criteria of revenue, volume, product category and so on.
After the primary sale is concluded, agents deliver a short pitch (as opposed to either a complete cross-sell or up-sell) to pre-qualified customers. If the customer opts in, they are transferred seamlessly to a live agent at the marketer’s end. Since no customer data (including credit card or other payment information) is passed on from contact center to the marketer, call centers remain fully compliant with government regulations on all Sales Portal campaigns.
Through Sales Portal, contact centers maximize incremental revenue – and customer satisfaction – while minimizing Average Handle Time (AHT). Customers find it easier to locate relevant and adjacent products or offerings without having to dial any other number. And advertisers get quality leads at a price they can afford via live phone transfers.
To sum it up: Sales Portal brings satisfaction to everyone in the equation.