Help
CEOExpress Home | News Center | Contact Us
  McKinsey Quarterly

 
Industries
Automotive
Energy, Resources, Materials
Financial Services
Food & Agriculture
Health Care
High Tech
Media & Entertainment
Nonprofit
Public Sector
Retail
Telecommunications
Transportation
Function
Corporate Finance
Economic Studies
Governance
Information Technology
Marketing
Operations
Organization
Strategy
Search Articles:

All of these words Any of these words
Summary
Please note: The McKinsey Quarterly has agreed to a special arrangement for CEOExpress members that allows member access to their articles. Articles must be clicked on directly through the links below to gain access to this group of articles.
Using call centers to boost revenue
  • For some telecom and credit card companies, call centers account for more than half of all new revenues. But a fear of putting service customers off with sales pitches and an ignorance of how much value is at stake have made many retail banks slow to implement a service-to-sales program.
  • We estimate that successful efforts to cross-sell during inbound service calls could boost a retail bank’s sales of new products by 10 percent, based on a study of North American banks.
  • To realize this goal, companies must first provide consistent, high-quality customer service. Then executives must ensure that all employees have the proper mind-set, motivation, and skills.
      


    Articles provided by The McKinsey Quarterly
    © 1992-2003 McKinsey & Company, Inc

  •  

    Copyright ©1999-2021 CEOExpress Company LLC.