As a Call Center Agent ( CSR), is it your duty to be involved in sales?

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.

Hi Ahmed! Good day! This is actually a case to case basis. In my experience working as a CSR in a travel industry, we were trained to modify existing reservations. This means that the sale was made already. But we were also trained to upsell, and later to book new reservations. Sale has been part of our duty, but not our main concern. If I were to ask, Its advisable to let the reservation team handle sales and let the customer support do their expertise or where they are trained to function. Have a great day!

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!

As per my knowledge, yes. Because if he know the product, their impact and profit or loss etc then while answering to the customer he will take care things like what needs to say before commit any thing

Whether the CSR need to do sales or not will entirely depends on domain & line of the business in which the CSR is involved.

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