Just what is the contact centre for? Certainly not selling, says Simon Fawson of Xansa.
Fear and loathing on the call centre trail
- Part 1 | Part
2
Simon Fawson: the foot-in-the-door aggressive
selling approach will disappear
Confusion remains over the role of the contact centre as
a sales and marketing channel. I struggle to see the contact
centre as the right channel for sales and marketing activities.
You can certainly undertake these activities via the contact
centre, but is it the optimal or even a good way to sell?
So herewith a few contentious points, followed by some positives.
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