What strategy can help achieve high cross/up-sell rates and increase profit per call?

Establishing an incentive scheme for high-margin products is a strategic approach that directly aligns agents' motivations with company goals, leading to increased cross-sell and up-sell opportunities. When agents are rewarded for selling higher-margin products, they are more likely to prioritize these offerings during customer interactions. This strategy encourages agents to identify customer needs and effectively position products that yield greater profitability for the company.

Moreover, incentives can enhance agent engagement and lead to higher-quality conversations, as agents feel more invested in their performance. This not only benefits the company through increased revenue but also improves the customer experience by ensuring that customers receive tailored product recommendations that suit their needs.

In contrast, reducing agent training time or limiting product offerings could hinder agents' ability to understand and effectively sell a diverse range of products. Additionally, decreasing customer interaction time might compromise the quality of service and deprive agents of opportunities to engage in meaningful dialog that could lead to cross-selling or upselling. Thus, the incentive scheme fosters a positive cycle of motivation, training, and customer engagement that is crucial for achieving high sales rates and maximizing profit per call.