Getting the contact center staff and management to embrace a new culture, where offering new services to clients posed a significant mindset challenge. Cross and upsell had always played a part in the service environment but had never been the focus.
We implemented a three-step plan to change the culture and maximize results:
Step 1: Retrained all of the contact center front line staff and management
Step 2: Installed a sales organization
Step 3: Re-designed the compensation model for all agents and management
Each month, Transcom is generating additional revenue for the client by converting nearly 5% of all service calls into a sale. We have achieved all of this while maintaining NPS and interval performance above target.