Service to Sales
Turn service conversations into sales opportunities
by delivering relevant offers at the right moment.
Service to Sales
Turn service conversations into sales opportunities
by delivering relevant offers at the right moment.
Exceptional service drives exceptional sales opportunities
Service to sales provides an operational model to drive revenue and offset costs in engagement centers without hurting customer experience. Support associates engage in millions of interactions every day and have the opportunity to provide added value to customers through product or service offers and recommendations. Forward thinking businesses can increase customer lifetime value by intelligently transitioning care interactions into revenue generating sales support experiences through personalized interactions that improve customer satisfaction. Our service to sales experts will help you leverage advanced sales analytics to predict how likely a customer is to make a purchase. Additional services include helping you prevent customer churn with automated journey management tools, creating customized services offerings that meet real-time customer needs, and increasing topline revenue through maximized revenue per interaction and cross sell of services.
Most customer service call types have the potential for a sales opportunity. But not all opportunities are created equal, and the wrong sales message at the wrong time can create a negative experience. AI-based conversational and behavioral intelligence creates a foundation of personalized insight to know why, when, and how to start a sales conversation during a service interaction based on value, not pressure. Sales will naturally follow.
Integrated approach to creating a high performing service to sales culture
1. Customized Solutions
- Service to Sales Operational Assessment
- Solutions tailored to Customer Journey
- Adaptable platform
2. Talent Acquisition
- Operations Validation Interview
- Industry Best Practices for Job Profile
3. Training
- Proprietary Service to Sales Training
- Service to Sales Certification
- Differentiated/Simulated Learning
- Continuous Learning
4. Performance Management
- Service to Sales Predictive Analytics
- Circle Coaching
- Adaptive Style
- Enhanced Reporting
- Balanced Scorecard
5. Technology & Analytics
- CX Engagement Management Platform
- Monitor Customer Health
- Predictive Next Best Action/Offer Analytics
- Speech Analytics
6. Rewards & Recognition
- Variable Pay for Performance
- Formal Recognition Program
7. Scalable Sales Processes
- Service to Sales Playbook
- Quarterly Site Assessments
- Governance Structure
- Continuous Improvement
What shifts with a service to sales tech solution
Traditional Service
Lack knowledge of customer health
No ability to personalize offers based on data insights
Hindered ability to anticipate customer needs/wants
Lack formal training on consultative selling
No ability to influence the number of inbound customer care interactions that are high value customers or have high probability to generate revenue
Try to save customers that want to cancel service
VS
TTEC's Service to Sales
Analytics support to provide the next best offer at the right time
Predict offers that enhance CX and increase CSAT
Focus on NPS/CSAT and Customer Lifetime Value
Balanced Scorecard with CX metrics and Revenue
Leadership & associates trained and coached to enhance CX through both service and selling
Monitor customer health to manage Customer Lifetime Value, and consumer perception of brand
Automate customer success plays to build brand value
Increase higher value inbound interactions
Improve customer retention and brand through proactive churn detection
Convert hidden sales potential into revenue growth
With the right tools, including AI-based conversational intelligence, brands can gain personalized insight to know why, when, and how to start a sales conversation during a service interaction based on value, not pressure.
Convert hidden sales potential into revenue growth
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