Sales + Contact Center Effectiveness

Sales + Contact Center Effectiveness

Top line revenue growth and superior customer interactions are the product of clear strategies executed well. Sales effectiveness begins with aligning marketing and sales around common goals, which leads to selling the right product or service to the right customer through the right sales channel. Our approach to contact centers combines looking at traditional measures and new techniques – such as our widely recognized and adopted Support Center Opportunity and Risk Evaluation (SCORE™) method – to create greater value and improved interactions. Across these areas, our execution techniques address all of the people, processes and technology components required to successfully execute the strategy.

We implemented an improved sales call planning and routing approach that contributed to a 66% increase in sales, based on a 44% increase in sales interactions, for the fastest-growing accounts of one of our clients. For a large, national non-profit organization, we developed a future state vision and a five-year sales strategy roadmap to help transition them to a more customer-focused organization and increase donations. We worked with a major telecommunications company, greatly reducing the number of centers in its network while increasing effectiveness and reducing costs. In the public sector, we helped take one state's Driver's License Operations from a customer service nightmare to a first-rate example of how customers should be served.