Creating Revenue for a Call Center

[isis329]

Hello,

I work in an inbound call center for a gas and electric company. We are currently looking for ways to generate some revenue by possibly using our facility to take customer calls for other companies, such as the cable or water company. This will be my first time researching anything like this, and I can use all the advice and help I can get. Most importantly, I'm not exactly sure how to get started in my research. If anyone has any ideas, I would love to hear them.

Thanks,

Maya Warrier

[Michcall]

First I think I would start by analyzing your current environment. What is your capacity? Can you expand? What limitations might you have to servicing multiple customers? Do you have trainers and facilities that can handle increased programs or would you need to hire/expand? Are your performance metrics at a level that others would find it attractive to have you take over their business? Are you planning on double-queuing your agents or having separate agent staffs? If you want to approach any other company you would need to know what you have to offer. Then I would take some time to understand all the issues that surround having clients of your own to take care of. You will be putting yourself in the position of being accountable to other companies and potentially changing your procedures to accomodate them.

Next I would look internally to see if there are revenue-generating activities that are related to your current business.

As far as finding companies to approach, I would research companies in your area that you feel have a similar customer base, determine their size & scope, and potentially make some calls to determine how they handle customer service today. Perhaps managers in your organization already have contacts through industry associations or other community involvement and can make some inquiries through that.

[ghorrocks]

Have you considered up-selling or leveraging products to your customers. Is this practice currently going on if so how successful is it? I incorperated sales training and leveraging into a call center (cost center) to make it very successful to the tune of 1/3 of a billion dollars within 12 months. If you would like more information please contact me at ghorrocks@dakotaperformance.com

Good Luck!

[Alan Clayton]

If you are interested, please contact me

[troymass]

I have a lot of experience in helping companies generate revenue utilizing their existing resources. If you are serious, please contact me.

Regards,

Troy Mass
Radiantsoftsol Inc.
847-258-7020, xt.17
tmass@radiantsoftsol.com
www.radiantsoftsol.com

[guzelme]

Hi Maya,
One way of generating revenue or maybe I should say, reducing costs is by outsourcing part of you inbound traffic to an offshore Contact Center. The company I work for has very competitive rates and has the added value of having bilingual operators.