Maximising the value of existing customer contacts

One of the most significant opportunities for modern organisations is that of maximising the value of existing customers.

When you have many thousands of customers, the inbound customer service enquiry represents a gilt-edged opportunity to add brand value, understand the customer's needs and to cross-sell or up-sell addition products and services based on their current portfolio.

If only it was that simple.  Modern call centre agents have, on average, six applications to navigate in order to resolve a customer query, and asking the agent to play salesman in addition to resolving a dispute or answering a query is no simple task.

In addition, sales campaigns can regularly change to address competitive movements or to push current stock, or to convert sun-setting products.

Blue Prism facilitates effective cross-selling

Blue Prism have a number of call centre solutions that can assist call centre staff by automatically detecting cross-selling opportunities while the agent is performing the customer service task at hand, and suggest scripted and costed proposals to put to the customer depending on current campaigns.

Imagine, for example, an inbound enquiry relating to a billing issue.  Whilst the agent is navigating your core applications and resolving the customer query, at the same time the Blue Prism cross-sell engine is looking for opportunities based on algorithms and trends programmed by the business or marketing departments.

It's like having a salesman on the agent's shoulder, suggesting call directions based on the customer's current profile:

• High usage or low usage patterns could result in other products providing better value
• Detection of payment methods could result in continuous authority sign-up
• Approaching contract end date could result in a renewal opportunity
• Account usage patterns might indicate additional products and services

We know that the top 10% of agents add this value due to their knowledge, experience and skill. Blue Prism's Cross-Selling solutions encapsulate the same techniques to provide similar power and potential to the remaining 90%, without additional training and with the audit, MI and tracking that is needed in order to provide agent incentives.

Print this page