While companies frequently move call center operations off-shore for better cost-savings, they routinely neglect the fact that only 21% of customer contacts lead to cross-sell and up-sell opportunities, the true measure of a call center's effectiveness. Nearly 60% of call centers fail to even practice cross- selling and up-selling during customer interactions. At that rate, those call centers will struggle to turn a profit.
"The most effective way to generate revenue through a call center is to strategically focus on cross-selling and up-selling new products," says SENABIConnect senior analyst Inbound and outbound call metrics for the services industry -- Up-selling and cross-selling strategies -- Offshore outsourcing -- Process efficiency and call center technology.

SENABIConnect Cross selling and upselling Services

SENABIConnect Offering outsourcing solutions for Crossselling and upselling call services in order to upsell and upgrade existing customers to new products and services by monitoring and reporting on individual and in the process generate additional revenues.

"How to Win at Upselling and Cross-Selling"

• Soothe Customers - and Increase Sales
• Let the customer vent.
• Don't snow the customer with policies and regulations.
• Never make the customer wrong!
• Defuse the customer's anger.
• Ask open-ended questions ... but only after giving the
• Customer ample time to vent.

Closing The Sale

• Take charge of the call.
• Use command words.
• Sell the product's benefits, not its features.
• Appeal to emotion, not intellect.
• Close on an upbeat note.

Cross selling and upselling Benefits

• Build rapport and connect with customers
• Reduce escalated and repeat calls
• Delight upset and complaining customers
• Increase call productivity and quality
• If relevant, upsell and cross-sell

WHY SENABIConnect

• The 32 Must PhoneRules
• The PILOT Call Monitoring Form
• Call Center Metrics and Industry Standards
• Optional E-mail and Web Agent Module
• Upselling and cross-selling techniques
• Customer recovery techniques
• Use of auto attendants and voice-mail
• Manage stress, image, and attitude
• Customer Satisfaction Checklist

Our Infrastructure

• Fast and dedicated Internet connectivity
• 100%-automated desks with first rate and perfect computerization
• Non-stop work due to availability of uninterrupted Power Supplies and constant back-ups
• Sufficient voice and data communication systems
• Continuous call reception due to flawless duplicated system
• A leased fiber optic circuit from India to USA