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Converting a Call Center to a Profit Center

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

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