The 8 Reasons Why Call Centers Should Embrace Upselling


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Reasons Why Call Centers Should Embrace Upselling

Agents who handle sales account know very well that looking for a customer who shows real interest in products and services is no easy task. Closing successful sales are even more challenging. But driving new sales is not the only way to grow the profit and revenue in call centers. Every single time, there are existing customers who show a clear interest in purchasing another product or service. At moments like this, it is important that agents know the next step in making the most out that situation.

Looking for ways to increase the average transaction value—or the amount a customer is willing to spend in a transaction—is one way of adding to the company’s revenue. And upselling—or a sales technique used to persuade a customer into availing a more expensive version of an item from the intended purchase—is a simple and effective yet challenging way to increase the average transaction. However, it doesn’t simply end there as up selling also lays out essential product options that customers might never be aware of.

Now, why do call center companies should try up selling? Here are the eight reasons:

It increases revenue. As mentioned above, up selling makes a more profitable sale by inducing a customer to avail a product or service with higher value.

It cut costs. Upselling also helps in cutting the costs spent on looking for new customers—generating traffic and advertising—by maximizing the traffic that is already available. By selling more to existing customers, call center companies do not need to spend an extra effort or money as compared to acquiring new customers.

It denotes eager customers. Using up selling as a sales technique means there is already a customer who is willing to purchase the product. The willingness to purchase may also mean that the customer welcomes the idea of upgrading the product into something more interesting and satisfying than the original version he or she has in mind.

It is easier. Upselling is easier as compared to the initial sale where an agent still needs to convince a customer to make a purchase. However, agents must still bear in mind that they should avoid unnecessary offers as it might be a turn-off. Present only the products and services that are relevant to the needs of the customers.

It works for every type of businesses. Given the right timing and suitable offers, upselling can definitely work for every type of businesses. That is because customers from different marketplaces can be interested in adding value (both quality and quantity) to their purchase, especially when they know that their hard-earned money will not go down the sink. Hence, every sales account can significantly benefit to this.

It increases customer satisfaction. Upselling increases the overall customer satisfaction rate by helping them know a more appropriate product or service that would cater to their needs. Their perception towards a certain company will become more positive because they will feel that the company understands their needs and wants.

It helps in retaining loyal customers. If the customers are satisfied with the products or services provided to them, they will definitely choose the same company when another need or want arises.

It exposes higher margin items and best sellers. Companies spend a considerable amount of money for advertising. But through up selling, they can both sell and promote a product at the same time to a customer.

Given the reasons above, every call center companies should really try embracing up selling. However, they should always keep in mind that it can only be acceptable and effective if it will benefit the customer since doing that for the sole purpose of increasing sales can result in a poor customer service reputation.

Fred Chua
I am a Philippine-certified Electronics and Communications Engineer who serves as the CEO of Magellan Solutions Outsourcing Inc. Magellan Solutions is one of the top call centers/BPO companies in the world that can deliver high-performing operations to businesses of any type and any size.


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