Claire Winstanley

Claire Winstanley

Chief Customer & Commercial Officer
Claire is our customer journeys and assisted sales expert, having launched honeybee for Dixons Carphone. Her passion is to help clients define, configure and launch their own unique customer journeys while ensuring the operational success of their new tools. Previously Claire was the Customer and Trading Director at Carphone Warehouse, Innovation & Marketing Director at Kerry Foods and VP of Customer Loyalty at T-Mobile.

4 ways maximize revenue at contact centres

A digital solution that supports agent-customer interactions can boost your cross-sells and upsells.

Our last post, Invest in the right solution to increase revenue conversions explored how a digital solution can help contact centres personalise customer interactions and leverage key opportunities to cross-sell and upsell. But what other strategies can a contact centres use to transform from a cost center into a revenue generator?

Of course factors such as product pricing, service options, and market research all contribute to cross-selling and upselling success. But once those factors have been established, consider these four ways contact centres can maximize cross-sells and upsells.

4 ways maximize revenue at contact centres

A digital solution that supports agent-customer interactions can boost your cross-sells and upsells.

Our last post, Invest in the right solution to increase revenue conversions explored how a digital solution can help contact centres personalise customer interactions and leverage key opportunities to cross-sell and upsell. But what other strategies can a contact centres use to transform from a cost center into a revenue generator?

Of course factors such as product pricing, service options, and market research all contribute to cross-selling and upselling success. But once those factors have been established, consider these four ways contact centres can maximize cross-sells and upsells.

Turn your contact centre into a profit generator

The traditional model of contact centres hasn’t caught up with today’s market.

 More than 60% of organisations short change themselves by positioning their contact centres as cost centers rather than revenue generators.* But with a renewed focus and strategy, organizations can reap the full benefits of their contact centres and increase revenue conversions. Here’s how.

The other day, I came across a report albeit not a very recent one (Collapse of the Cost Center: Driving Contact Center Profitability), by International Customer Management Institute, 2015 which points out that over 62% of contact centers were thought to be perceived as a cost center by their organizations

Way back in the early part of this century Channel 4 News ran a campaign focused on how contact centres were having a detrimental effect on the life of those who worked in them. Shamed as ‘dark satanic mills’ by the Blake-quoting reporters, the contact centres at the time were presented as little more than the modern-day equivalents of the Victorian workhouse.

Some business commentators have recently argued that the traditional contact centre is finished. Robots, voice recognition and Artificial Intelligence (AI) are all creating an environment where customers will no longer need to speak to a human when they need help – the robots will be faster and better.

I beg to differ. The technology is getting better no doubt, but I believe the role of the contact centre agent is becoming more important than ever for brands that want to build a better relationship with their customers. With an increasingly complex customer journey, this ability to empathise and connect is more important than ever.

This whitepaper explores how the roles of contact centres agents has changed over the years from just being cost to sales department to creating profits by being a part of sales process. Contact centres have opportunities to get closer to the customer as the process of handling customer enquiries is becoming more complex.

About Us

honeybee was created by people who've lived and breathed the challenges of complex retail businesses and contact centres, where creating exciting and engaging customer experiences was always threatened with speed to market pressures, legacy systems that were hard to intergrate and small project budgets.

We realised there had to be a better way, so we brought together the right people - from operational execution and employee engagement through to journey design and technical experts to make our vision a reality. We wanted to make it easier for companies to design and launch exceptional customer journeys.