Cross Sell / Up Sell in the Call Center
Situation: A top 10 U.S. credit card issuer was looking to increase review by cross selling products to existing customers but was unable to meet it’s targets because the existing sales platform did not provide marketing with any insight into what was working during sales dialogues and what was not. Additionally, overall conversion rates suffered from a mix of offer dialogues and sales techniques employed unevenly across the floor.

Key Findings: Dialogue testing identified problem areas in dialogue scripts, and opportunities for improvement through multi-dimensional, simultaneous testing. Offer optimization measured profitability per offer against conversion rates to determine optimal offers.

Actions Taken: Novantas Solutions employed Mindswift to address these problems with a three-pronged approach:

• Established systematized sales efforts and techniques across all reps
  
  
• Designed offer optimization tests to identify best offer/customer match
  
  
• Designed dialogue optimization tests to identify highest conversion rate / lowest AHT offers