How to Ratchet Up Your Upsells

In a call-center context, successful upselling represents an important revenue stream, but not every call center is maximizing its upselling potential.

Penny Reynolds, founding partner of the Call Center School, a training organization based in Lebanon, Tenn., discussed how to boost upselling revenue at last week’s National Conference on Operations & Fulfillment in Schaumburg, Ill., during her presentation, “From Order-Taking to Upselling: A Plan for Increasing Phone Order Revenues.”