How to Increase Sales Using Call Center Solution?

Posted by Mike Hussain on January 15th, 2021

Call center software is one of the solutions used widely by businesses nowadays. This solution is often considered as an excellent tool to deliver a great customer experience and post sales or technical support. However, very few people know that a call center solution can be used to increase sales as well. In fact, this solution can be used to run both customer care and sales campaign to double its advantages.

In this article, I will share the top tips for using the call center dialer to increase sales and revenues.

1. Play ads as MOH

Customers calling and seeking customer care and support are often put on hold while they are in a call queue waiting for the agents to attend their calls and give answers to their queries. Likewise, often agents put customers on hold while retrieving information or solution for the concerns of customers. Usually, call centers play music on hold (MOH) while customers or callers are on hold. Instead of playing random music, call centers can play ads of different offerings such as newly launched products or packages, discounts on bulk buying, etc. All of this can help in promoting different offerings and often evoke the interest of many callers or customers on one or other thing.

2. Define a group of customers for cross selling and upselling

A call center solution offers many features and one of them is detailed reports. A call center software solution offers a wide array of reports and not just a single call detail report. Moreover, it also has a feature of call disposition. Usually, reports are used to measure KPIs (Key Performance Indicators), which is good. However, reports and call dispositions can be used in multiple ways to increase sales along with improving KPIs.

If supervisors or team leaders invest time in reviewing reports and disposition messages, then they can identify areas of sales opportunities and pitch customers for cross selling and upselling. For example, if you are an internet service provider and some customers are complaining about slow speed issues, then you can run an outbound campaign to propose the plan upgrade to them to get better speed. There can be many upselling and cross selling opportunities if some time gets invested to identify them

3. Run lead generation campaigns

A call center solution comes with some features, which help in running different lead generation campaigns. For example, a call center solution comes with different auto dialers like predictive dialer, preview dialer, power dialer, progressive dialer, auto dialer, etc. Any of these call center dialers, depending on the nature of the lead generation campaign, can be used to reach different leads and give them offers. Some call center solutions offer advanced features like Data Verification, which verifies phone numbers to ensure resources are invested in legitimate data. The call script feature of the contact center software can be used to give a professional call script to the agents, so they can present the offerings more confidently. Other than the auto dialers, voice broadcasting, callback, etc. features can also be used to run effective lead generation campaigns.

Author Bio

Author works in a company that offers different call center solutions such as cloud call center solution, omnichannel contact center software, etc. The company also offers various services such as VICIDial customization, call center WhatsApp integration, etc.