Call center training alert: Share more information!
You may know that longer hold times kill upsells. But did you know that sharing how much money you lose with your team will improve employee metrics? How your company makes money should determine what behaviors you measure and reward.
Empowering employees with corporate goals:
Improves adherence to company metrics
Improves employee engagement
In this online call center training lass, you’ll learn why front line employees should know the average cost to obtain a customer, the cost to maintain a customer, the incremental profit generated by cross selling and upselling, and how each employee metric impacts the bottom line. This approach gives new meaning to the phrase “Show me the money!”
Hazel Shakur is a Senior Consultant with Centech Solutions.