Ever since cloud contact centers have gained popularity, the CX community has rejoiced in the common saying: “Turn your contact center into a profit center.” As stated Gartner,, Para 2025, el 40% de las organizaciones de servicio al cliente se convertirán en centros de ganancias al convertirse en líderes de facto en la participación digital del cliente”.
Many customer service organizations have reinvented their customer experience to reduce average handle time and reduce their costs. However, there is another crucial function that impacts contact center ROI that is often overlooked: contact center agents.
Beyond customer service
After a point of sale (POS), customer service interactions are one of the few opportunities a business has to speak live with its customer. Many companies recognize this and ask their contact center agents to go above and beyond the call of duty to look for the golden upsell opportunity. You solve your customer's problem, you have them on the phone, and you could make more money with them, too. The math seems simple, right?
Let's say you're a smartphone user who takes hundreds of photos and stores them all on your local device. One day you decide to show your family a vacation album, but instead your phone freezes and the ghost presses the “delete” button on the album. In this scenario, you'll probably spend a good amount of time with a customer service representative trying to figure out how to get them back. Before hanging up, after an hour on the phone, the agent says, “Would you be interested in trading in your phone for 50% off the new 15 smartphone?” How would that make you feel as a loyal customer?
Challenges to Traditional Upsell Tactics
Deep down, there are several challenges that the agent faces:
- LContact center agents focus on solving customer problems. They talk to clients who often feel frustrated or seek help from experts; sometimes that even includes confidential information and personal challenges. How would your contact center agents feel when they were tasked with delivering the latest promotion after handling a difficult conversation? How would your customers feel? Chances are, your agents will feel uncomfortable, your customers will become even more frustrated, and you will ultimately lose credibility.
- For an agent to comfortably initiate an upsell, they must have some level of experience in your company's current products and promotions. For example, product specifications, pricing packages and discounts offered. This often comes with long experience; However, according to el Índice de servicio al cliente 2022 de Five9, la permanencia promedio de un agente es de 12 a 15 meses y el 47% de los ejecutivos de centros de contacto citaron la retención como su mayor desafío. Entonces, ¿cómo se supone que los agentes se convertirán en expertos en la materia en tan sol unos meses?
- Finally, it's important for agents to know why a particular product, feature, or promotion can add value to the customer they're interacting with. Information such as call history and customer information can provide key indicators of whether a customer would be interested in an upsell case.
In our smartphone example, the agent would have benefited from having a deeper understanding of the root of the customer's problem, product offerings that would solve the same problem in the future, and whether the customer was ready to hear about them.
In short, it's a challenge for agents to know when the right time is to initiate an upsell, what a particular product or promotion it is at a level of depth, and why a customer would be interested in it. So how do you give your agents the power to identify the best upsell opportunities?
How to Improve Your Upsell Win Rate
By providing your agents with important customer information, helping them identify potential upsell opportunities, and guiding them to important product information, they will add more value to your customer's experience. Traditionally, this was a lot, requiring companies to connect their CRM, knowledge bases, and AI tools like transcription services, all to their agent's desktop. However, today this has become easy.
In essence, agent support creates collaborative intelligence, combining the unique relational skills of people and intelligent machines, where both augment each other's capabilities to improve your agent's upsell win rate.
What is Five9 Agent Support?
Five9 offers enterprise-ready AI-powered technology that helps them be more informed, engaged, and focused on customer needs. While there are many Agent Assist products on the market, Five9 Agent Assist features some of the most advanced capabilities that have been honed to identify the right upsell opportunities and provide real-time guidance and support to agents at the right time.
Five9 Agent Assist analyzes the intent of a customer's contact and, at the right time, presents your agent with guidance cards and knowledge articles about existing products and promotional information. This makes it easier for your agents to know if your customer would benefit from a specific upsell interaction and when to initiate it.
También puede habilitar capacidades como AI Checklist, que realiza un seguimiento automático de las acciones de un agente realizadas durante una interacción y enseña a los nuevos agentes el proceso de ventas adicionales, detectando intenciones de la conversación y marcando automáticamente las acciones realizadas. Esto brinda a los líderes del centro de contacto la flexibilidad de personalizar el flujo conversacional de las interacciones de ventas adicionales en función de los conocimientos de las ventas exitosas.
Comuníquese con nosotros para una demostración en vivo y descubra cómo Five9 Agent Assist permite a sus agentes brindar un mejor servicio, cerrar más acuerdos y aumentar la satisfacción del cliente.