Internet and catalog jeweler Palm Beach Jewelry has improved its call center’s up-sell performance by improving the call routing system. With its automated system now routing incoming customer calls first to the highest-performing sales agents – not the agents who have been idle the longest-overall up-sell sales have increased 20%, the company says.
The retailer worked with Marketing Alternatives, a call center services and fulfillment vendor, for the service. After identifying which agents were the top-producing up-sellers, the routing system for inbound calls was programmed to forward more calls to those agents.
Top agents must reach an up-sell average to stay in the group and also must achieve a quality monitoring score of 94%. The quality monitoring analysis tests for tone and technique, the company says. Agents’ performance and the up-sell average target are calculated every two weeks.
Tim Holody, chief operating officer of Seta Corp., Palm Beach Jewelry’s parent company also says agents are passing along more feedback from customers about the web site. In response, the retailer has added new data, such as carat weight, size and metal composition. Catalogs now direct customers to the web site for this information, he says.
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