Call Center Budgets: Credit Cards Companies Lead The Pack.

Credit card and financial services companies lead the pack when budgeting for call center activities. According to Purdue University research, credit card companies allocate 5.03% of their total budget to their call centers.

Recent research from Cutting Edge Information reveals that successful companies combine revenue-driving and cost-cutting strategies to transform their call centers into profit centers.

“The most effective way to generate revenue through a call center is to strategically focus on cross-selling and up-selling new products,” says Cutting Edge Information senior analyst Elio Evangelista. “By expanding existing customer relationships, companies also increase the likelihood that customers will remain loyal.”

Cross-selling and up-selling require in-depth customer relationships and an extensive knowledge of customer behavior. For example, one profiled insurance company regularly monitors important dates in customers’ lives and responds with targeted marketing. So when a particular customer’s birthday roles around, he may receive USAA marketing reminding him to fund his
retirement account.

“Managing Financial Services Call Centers” showcases quantitative metrics and qualitative practices in the following areas:

* Call center agents’ incentive and compensation packages
* Turnover, blocked calls, cost per rep and many other key performance measurements
* Inbound and outbound call metrics for the financial services industry
* Up-selling and cross-selling strategies
* Offshore outsourcing
* Process efficiency and call center technology

For more information at http://www.CuttingEdgeInfo.com/