August 16, 2012
Hosted IVR Solutions Work More Effectively than Cross Selling and Up-selling Alone
By Susan J. Campbell
TMCnet Contributing Editor
A robust hosted IVR solutions shouldn't be considered a costly expenditure. When used properly it can actually become a revenue generator. Both IVR systems and call centers have traditionally been implemented because they were considered a necessary expense for business. When a solution is implemented using hosted technology, functionality can increase while costs are controlled.
These same businesses clearly understand the power of cross selling
and up-selling, even giving incentives to their agents who accomplish this task successfully. The bad news is that cross selling and up-selling can be expensive. With little or no investment, IVR systems have become the more recognized option for these businesses to increase their sales with productivity and efficiency, according to a USAN (News
) white paper. When opportunities can be leveraged within the hosted IVR solution
, profits are going to increase.
It’s not unusual for the IVR solution to be an untapped resource
. While business leaders know it’s there, they still continue to encourage agents to focus on cross selling and up-selling, setting aside clear opportunities. When the hosted IVR is leveraged for the sales process, key steps are automated and agent time is maximized. USAN makes this transition and easy one with its hosted IVR solution, providing a sales leveraging element.
The purpose of sales leveraging
is to give agents the tools necessary to make offers that are not only relevant and timely, but not repetitive. An effective solution should be one that gives businesses the ability to track and boost offers made to each caller. This can also control when and where the offers are presented to the caller, while meeting all the call center's requirements and criteria. When done correctly, sales leveraging within the hosted IVR solution can not only benefit the business but the customer as well.
When using a hosted IVR sales leveraging solution, it is a fundamental requirement to track the offers presented, accepted and declined. This will ensure businesses make the best possible decision regarding the future of handling customer's experiences.If this process wasn't tracked efficiently and agents had no clear guidance on what offers to give, when and to whom, countless opportunities would be missed. This system ensures that sales leveraging is managed and being used accordingly with the hosted IVR solution.
Without qualified personnel to operate the solution, even the proper implementation of best practices and sales leveraging techniques wouldn't help. The good news is that enterprises don't have to do it on their own. A proven solution provider not only oversees the implementation and integration, but also works with the call center to ensure proper training is received and that the maximum value of the solution is realized.
Edited by Juliana Kenny