charging for support

[callcentertp]

Does anyone have any experience in transistioning a call center from a service type call center to a sales type call center? I know that a lot of call centers are gearing to move to become more of a "profit center" instead of a cost center. Has anyone had success doing this? How did you do it? How did the customer react?

Thanks for any input.

[mikael]

The key to success at this transition is careful planning.

Your last question, "how did the customer react?" is the test of the planning that was done. Where the center properly did their homework and marketed the change appropriately to its customers, the reaction should be good.

I've seen some contact centers drive this transition on their own, and others where a consultant was brought in to guide the process. You can win, or lose, either way.