Question】 Have you worked in a Contact Center before?
Or have you asked some questions on the phones before?
(Check the recognition of participants. A lecturer will do the explanation with supplement the knowledge if necessary)
In previous slide, I explained about that the important of a Contact Center is increasing.Now, how we considering about the specific role of a Contact Center?
The expectation of company side is they want to make the relationship with existing customers in deepening, and continues/strengthen the relationship with existing.
Here, as a convenience, sorting the customers into the 4 types, but a Contact Center work on approach like the slide to the customers and make a customer deepening into a customer of types which on the left side as our goal.
Of course, there has a goal which we want individual customers to use many products/services and make it link to the sales.
Up sell: Offer a purchase for higher models and etc. (One rank up) of the products which a customer already buying.
Cross sell: Offer a purchase for appurtenances, related products of the products which a customer already buying.
Especially, the deepening of a customer turn into the good customers is implemented by various stores, not only a Contact Center.
*Mileages, stamp card of drugstores, both of company and customers will have benefits by attending many times.