Jack Rosenfeld’s Take on 2008: Play Good Defense

In the call center, Potpourri turns to a third party to handle upselling. “We had done it and dropped it previously,” he said. “But we’re now able to do it and sustain it. When Hanover Direct did third-party upselling, it made $20 million a year.”

But aggressive upselling can be dangerous, Rosenfeld cautioned. “Test it to see what effect it has, although the benefit outweighs the cost. To me,” he said, “an incentive program is such a good thing for a company and its workers.”