Cross selling to inbound callers is a win-win: Customers receive better service, and the company deepens the customer relationship. The secret? We created a model that increased annual revenues by more than $1 billion.

It starts with research. CFSC analyzed leading competitors to understand elements and principles of a successful service-to-sales program.

Working with our client, we established objectives and created a test plan, then wrote the training and scripts that would be used by call center representatives. To make sure the plan was implemented effectively, we managed the process onsite, conducting more than 20 test-and-learn pilots. Then, based on pilot outcomes, we assisted with program rollout by outlining benchmarks, creating a model CSR profile, and defining technology requirements.

As a result, our client’s customer service division is now a profit center, generating more than $1 billion in incremental annual revenue, and yielding conversion rates as high as 15%.