The upside of upselling: how to increase AOV and boost revenue

Upselling over the phone

Order-taking is an important service your outsourced call center provides, and doing it well reinforces a positive brand image. Keep in mind, though, that you can ask your call center to go beyond order processing and use the occasion when a customer places an order to upsell or cross-sell relevant items. Doing so can increase your average dollar per order, average units per order, and, as a result, your overall revenue.

We recognize that upselling is not the right strategy for all brands in all situations. For some brands, not upselling or making additional offers when a customer calls is part of their personality. We have many clients who feel this way and we’ve heard from their customers that this approach is appreciated and strengthens brand loyalty.

If you’re already upselling or planning to, we can share some useful lessons we’ve learned from decades of experience upselling for clients in range of industries.

Global Response Brand Care Specialists have the training, product knowledge and people skills to make upselling a source of increased revenue for you, yet still part of an overall positive customer experience that leaves callers happy to do business with your company again.

Categories: Account ManagementLoyalty ProgramsOrder ManagementQuality AssuranceSalesTraining
Tags: brand carecustomer satisfactionhow to increase revenueoutsourced call centeroutsourced customer servicetrainingupsell strategiesupselling