Just what is the contact centre for? Certainly not selling, says Simon Fawson of Xansa.
Fear and loathing on the call centre trail
- Part 2 | Part
1
The point is this. If you do not target your customers correctly
in terms of the channel you use – in the confident knowledge
that you know who they are and what they want – then your
failure rate will be such that you will not be able to afford
to spend time on the contact.
The likely outcome of this is that your sales technique will
be poor and the potential customer will not buy. Worse, you
may awaken them to something they may want to buy, but then
turn them off your product and make them your competitor’s
customer.
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