Increase Revenues from your call centre
Contact centres are key channels for business development, whether it be outbound sales and marketing activities by telephone; web site online sales support; or inbound telephone response for advertising campaigns. Consultancy advice can give you a tremendous return on investment if it helps you to improve the effectiveness of your contact centre sales activities – in fact much more so than by helping you improve your efficiency.
For example, if you run a 100 seat centre, the typically annual cost of running that operation is circa £2.5M per annum. This costs includes not just the staff costs but also an allowance for facilities, technology, running costs etc. A 10% improvement in efficiency is therefore worth about £250,000 in benefits. From a number of projects that RXP have undertaken recently, if that centre’s main objective is sales and marketing then a 10% improvement in effectiveness is worth between 5 and 10 times more benefit than the efficiency saving. So that could be £1-2M straight on the bottom line!
So how can RXP help you to achieve that level of sales benefit:
- Where your centre proactively contacts customers, you can make your oubound selling more productive by improving the call to contact ratio;
- Where your centre is taking orders, you can improve your sales conversion rates
- By focusing on the right product mix and targeting of promotions you can increase order value
- By creating the right environment and sales buzz in your centre you can create the right sales culture to support your selling activities
