Sales Effectiveness & Revenue
Contact centers are one of the most effective ways to drive sales and increase revenue. It’s been proven time and again that high quality service translates into new and returning customers.
The Challenge
A major retailer is looking for a way to grow their customer base organically, retain loyal clients, and encourage patrons to spend more online and at their store. They need to train their agents on how to identify customer needs in every interaction and convert each touch point with a customer into an upsell opportunity subtly and smoothly.
How we solve the problem
By combining Speech Analytics with ARC’s Quality Monitoring program, the retailer is able to identify customer needs and trends, gain real-time contact metrics, and coach their agents to increase upselling opportunities. The result is direct improvement on agent performance, compliance, productivity, and call-handling strategies that yield incremental revenue for the retailer.