XSell Benefits to Contact Center Operations

Companies will often start to offer products through customer service without supporting technology. This may start by adding a flag to a note field indicating a potential opportunity or even asking the customer service representatives (CSRs) to notice hints of customer interest.

This approach puts the entire burden of identifying the right customers and making targeted offers on the CSR. Although you can start selling quickly in this way there are a number of compromises that can disrupt your operation, add unseen expenses and lower customer satisfaction. It also can create chaos in your service center if additional products are added to the mix.

In our experience, if your CSRs are offering any products during a service call you need the essential features that XSell offers.

• Without XSell the Customer experience can be sub par. Customers become upset when they're offered a product in customer service that they are then told by the sales center that they're not eligible for and should not have been offered. XSell helps CSRs make targeted offers that your Customers are eligible for and do not already have.
• Without XSell it's difficult to implement a CSR incentive program. Is your best selling CSR the one who has the most closed deals or the one who has the highest conversion ratio of offers to closed deals? XSell's interaction tracking framework provides multiple levels of incentive tracking and reporting to make sure the behavior you want to emphasize is actually occurring.
• Without XSell your CSRs are making offers to Customers who already have indicated they're not interested or already have purchased the product. XSell reacts to customer responses in real time, preventing multiple offers from being made to customers who have previously declined the offer or already have the product.
• Without XSell you may be making offers that are not in compliance. XSell monitors and manages critical compliance issues and ensures that customers who opt out are not solicited for offers. The platform also makes sure that when offers are made they comply with company guidelines.
• Your CSRs can be intimidated by selling without access to XSell's Sales Tools. XSell's personalized sales guides automatically direct the CSR through the sales process, illustrate features and benefits of the offer and funnel them through the right process, minimizing training expense for new hires and as additional products are added.
• Without XSell the Customer experience can be disjointed and confusing. A warm transfer without XSell means the customer must repeat information already on file and the sales person must re-key information, creating a longer, less customer friendly process. XSell supports a seamless transfer of all appropriate information between customer service and the sales center.
• Without XSell you have limited control over who is selling and when they sell. XSell provides management with real-time tools to activate offers, "throttle" volume as hold times increase or simply turn off offers entirely as call volumes dictate. Without XSell someone needs to walk the contact center floor to tell CSRs to stop making offers as the need arises.

We're convinced that using the XSell platform improves customer satisfaction, CSR attitude and productivity. Please call an XSell representative to learn more.