INBOUND RESPONSIVE CROSS-SELLING
Designed and implemented the first
inbound responsive cross-selling program for a global financial services
provider. The program spanned four national call centers, including
the liability product service centers, the credit card and auto loan call
centers, and the 500+ branch network. Call centers and branches were
transformed from cost centers with a focus on reactive servicing of
customer inquiries, into proactive profit centers.
Business
Result: The responsive cross-sell program now produces multi-million
dollar incremental annual revenue while maintaining the bank's position as
a financial advisor and valuable partner.
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