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Go4customer Blog

Call Centers Transition From Cost Centers To Profit Centers

Posted by Sanjay Poddar

A study says that most of the service-oriented call centers specializing in customer service, field service or technical support will transform into profit-generating ventures in years to come. Call centers that fail to migrate to service sectors will either be outsourced to an offshore location to significantly diminish service costs, or transformed into self-service applications. No doubt, this seems to be quite absurd, it is a need of the hour in business environment. Large enterprises act as a trustee for shareholders and employees to slash expenses and improve operating margins. They can no longer contribute their profits to non-revenue-generating activities like customer service.

Of late, businesses understand the significance of call centers and consider them as tools for retaining customers and promoting their brands. In fact, what was considered as cost centers a decade back is now transformed into service-oriented call centers to generate revenue. This transition is indispensable to address today’s business issues and provide best practices and tactics for the growth of organizations.

Turning Call Centers into Revenue Generators

Today’s companies use call centers to generate revenue instead of using them as tools to efficiently provide customer service. Several studies show that every customer call center is an opportunity either to sell or to initiate the next sales cycle. Such studies even emphasize on leveraging inbound calls, which are reported to be crucial to optimize sales opportunities than relying on outbound sales calls. As noted, you can get the customer’s complete attention when he/she will call you. Therefore, it is prudent to cash in on inbound calls.

Call centers’ transformation to profit centers are experienced after their adoption of cross-and up-selling strategies that include selling a new product when offering support for an earlier version, offering up-sells if sought after traits are missing from the current used product or service, cross-selling accessories, and offering updated versions of service contracts or renewals for contracts that expire soon. 

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