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Hi, Ahmed.
There are basically two types of call centers -- customer support and selling ones.
It goes without saying that a selling CC agent must be specially trained for active sales.
Support CC agents are usually more technical people but they can have a number of basic instructions for making some promotions and proposals.
Hello,
I strongly believe in the model of the universal customer service employee, as it is more efficient, easily to acquire satisfaction, and above all more cost efficient.
Being a universal customer service employee including the sales part which should be a great opportunity of being more profitable through the up/cross selling, and giving you an edge in the market as well, allowing you to get the most benefit out of your customer service department changing it in to profit center.
The answer to this question would depend on the industry within which this CSE works. I have seen several companies give a certain weight for generating sales leads or making actual sales to CSEs!
This ideally depends on the type of business the CSR is handling. If it is a sales process, then obviously it is the responsibility of the CSR to sell. On the other hand, for instance for a Technical Support Process the CSR primarily needs to resolve customer's issue, however he has an opportunity to recommend spare parts or accessories if required. For an ISP/Telecommunication Process the CSR can pitch in for a package sale.
In short, the answer is "Yes".
i will help as far as I can avoiding any particular data which will complicate the final say from author person
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