Converting a Call Center to a Profit Center

What options do we have to cover our operating expenses?

• Eliminate toll-free hotlines in exchange for paid customer support

Positive: Cut an expense
Negative: Lose customers to competitors with toll-free service


• Incorporate customer support costs in the product price

Positive: Cover an expense
Negative: Lose customers to competitors who will absorb support costs AND keep product prices low


• Charge for differing levels of support

Positive: Establishes clear service structure and covers costs
Negative: Risks upsetting customers with a nickel-and-dime approach

What can we do to generate revenue?

• Establish an ongoing training regimen to help call center employees identify up and cross-sell opportunities

Overview/Description

This Business Impact explores how a call center can play a vital role in the financial success of a company, generating revenue to sustain itself and drive future business.

Target Audience

Call Center Representatives, Supervisors and Managers