Service to Sales Initiatives

Introducing a sales element into a customer service contact center can help companies meet, and exceed, sales quotas and migrate the contact center from a cost center to profit center.

This does not mean de-emphasizing customer service or lowing customer satisfaction standards in favor of selling – quite the contrary. An excellent customer experience delivery for customer services and support requests is at the very foundation of increasing sales, loyalty and retention. This also leads to increased customer lifetime value which not only adds to profits, but to profitability as well. As a profit center, additional investments in the contact center can be more easily justified which can help enhance customer satisfaction as well as creating sales.

The challenge is doing both service and sales with excellence. A Piercetech Service to Sales Initiative Engagement will meet that challenge. A Piercetech Deep-Dive assessment will construct a customized Service to Sales Roadmap, a sequential plan to achieve the migration including all the design and implementation documentation to implement the recommendations.

You then have your choice of how to implement the recommendations and designs: You can contract with Piercetech (the Deep-Dive deliverable will include a fixed price to implement our recommendations - see our Technology Evaluation, Implementation, Integration and Custom Development Services and Example Projects for more information). Or, you can use the design documentation to have your internal resources or third-party perform the implementation. Piercetech can also work as part of a team with either or both of those resources.

The engagement deliverable will identify and provide the documentation to design, create and automate your processes, procedures and technologies to accomplish your Service to Sales objectives.

The following are example capabilities addressed in a Service to Sales Initiative Engagement.


  • Support selling by service agents with minimal training                                                                     
  • Automatically identify new sales, cross-sales and up-sales opportunities                                                                     
  • Enable personalized selling                                                                                        
  • Easily transition from a service transaction to a sales engagement                                                                    
  • Provide agents the right recommendation, for the correct customers, at the right time                                                                             
  • "Coach" agents in real-time from introducing to closing the sale                                                                                        
  • Overcome the reluctance of servicing agents to engage in sales                                                                                        
  • Overcome customer objections                                                                                        
  • Utilize multiple channels to improve service delivery and sales attainment                                                                                        
  • Identify high-probability attrition candidates
  • Develop and utilize retention ratings to invoke logic-based, automated retention workflows                                                                    
  • Produce a customer segmentation matrix for call routing, priority queuing and agent matching                                                                     
  • Increase percentages of sales closes                                                                     
  • Incorporate the VRU into the sales and customer satisfaction                                                                                        
  • Select and obtain metrics to develop meaningful, actionable reports                                                                                                                
  • Develop call tracking calls by type/customer/agent for CQI to perfect transaction processing                                                                                
  • Utilize your existing sales training and sales expertise in the contact center environment                                                                                        
  • Assure customer satisfaction remains at the same or higher level                                                                                        
  • Boost customer loyalty                                                                                        
  • Decrease customer churn                                                                                        
  • Devise call center sales incentives to motivate and reward service/sales agents                                                                                       
  • Incorporate sales evaluations into Quality Monitoring                                                                                       
  • Evaluate social networks to increase sales AND boost customer satisfaction

Your requirements and needs are unique and may include, some, all and other areas of capability recommendations. Give Piercetech a call; we'll be happy to engage in a discussion to help you decide if and how you can benefit from a Service to Sales Initiative evaluation.