Is your call center being setup for failure by your marketing department?


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Targeting customers with the right message at the right time and getting that message into the hands of a decision maker is one of best ways to gain new customers and to upsell current customers on new products and services. Unfortunately for many companies, they fail miserably in their marketing efforts and do not set up the call center for success in selling.

Think about how often you get a completely irrelevant email offers? I’m not even talking absurd spam; I’m talking about reputable companies with the wrong message. More often than not, those companies would tell you they were doing a great job targeting their marketing but the call center just can’t convert the sales. Their customers, on the other hand, disagree (that’s the power of Customer Experience Analytics). So, where is the disconnection between consumer needs and what companies want to convey about their products and services so they can sell more? You know we have to listen to our customers, and we think we are, so how are we still getting it wrong? And what could it mean for our bottom line if
we actually got the message right and set the call center up for success?

Republished with author's permission from original post.

Jodie Monger
Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.


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