While a call centre’s primary purpose is delivering the best possible customer service, part of that equation should also include effectively generating sales. After all, high-level customer service interactions allow you to identify what a customer wants and presents the opportunity to sell them exactly what they need.
That being said, many businesses find it difficult to effectively generate sales from their call centre. When you consider that callers are primarily seeking answers to questions and resolutions to problems, sales can get a bit lost in the shuffle.
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