How Can a Technical Support Call Center Balance Quotas and Call Quality?

OABPO Blog Team Published on December 9, 2013 Last updated on February 12, 2022

While quotas are commonly given to outbound telemarketers, an emerging belief is that inbound technical support call centers should also set quotas for cross-sales.

technical support call center headset on sales reports charts

If you are wondering how sales are made by representatives whose main duty is to troubleshoot electronics, you should know that part of giving technical support is understanding both the product at hand and the customers’ needs.

This understanding allows tech support representatives to offer additional products that would further help customers solve their concerns and avoid future complications. For example, an elderly woman calls about problems with her desktop mouse. If the tech support agent understands the caller’s needs, buying a mouse pad with built-in wrist rests or an ergonomic mouse may be recommended to help give comfort to the user’s frail hands and lower the probability of future mouse-related issues.

Although cross-selling in an inbound technical support call center can increase revenues, it might obviously annoy customers and cause them to leave your brand.

Cross-selling can also lower the quality of the calls, especially if the representatives do more of the selling than the helping just to reach their quota.
To prevent this from happening, the reps have to know when to make an offer and what kind of offer to make.

Here are two ways to attain both service quality and qualified sales:

  • Listen for cues

    technical support call center agent listening intently to customer
    The products and services that your reps recommend must be relevant to the customer’s needs. Your agents should show their desire to fill the needs and solve the problem through the additional product they offer. They should avoid forcing a customer to buy an image processing software if he only called to seek help with their faulty keyboard.

    How can your agents tell what the customer needs? They have to listen attentively to the current situation and not rely too much on past problems and purchases in the customer’s call history.

  • Know the right timing

    technical support call center agent thinking deeply
    It may not be the best time to make an offer at the start of the call when the problem has yet to be solved and when the customer is still frustrated. Solving the customers’ tech problem must still be the primary concern, so the offer would be better made toward the end of the call after the issue has been cleared and when the customer is more receptive. At that point, the caller will likely be satisfied and now be in a position to trust in your brand.

Technical support call center can balance cross-selling quotas and customer service quality if its tech support representatives listen closely to what the customers need and only offer additional solutions when one is needed.

Your company needs a customer support team that understands the customers enough to satisfy their needs while opening up other opportunities for your brand. Contact Open Access BPO today so we can start building a program that does both.

Read More

Join us on facebook
Open Access BPO 0 hour ago
𝗧𝗵𝗶𝘀 𝗙𝗲𝗯𝗿𝘂𝗮𝗿𝘆, 𝘄𝗲 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗲 𝘁𝗵𝗲 𝗶𝗺𝗽𝗼𝗿𝘁𝗮𝗻𝗰𝗲 𝗼𝗳 𝗲𝘁𝗵𝗻𝗶𝗰 𝗲𝗾𝘂𝗮𝗹𝗶𝘁𝘆, 𝗲𝗺𝗯𝗿𝗮𝗰𝗶𝗻𝗴 𝘁𝗵𝗲 𝗱𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝗰𝗲𝘀 𝘁𝗵𝗮𝘁 𝗺𝗮𝗸𝗲 𝘂𝘀 𝘂𝗻𝗶𝗾𝘂𝗲, 𝗮𝗻𝗱 𝘀𝘁𝗿𝗶𝘃𝗶𝗻𝗴 𝗳𝗼𝗿 𝘂𝗻𝗶𝘁𝘆 𝗮𝗻𝗱 𝘂𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱𝗶𝗻𝗴.

Open Access BPO joins the global celebration of ethnic equality. As a multilingual, multinational company, we see firsthand how diverse perspectives drive progress. We believe that everyone, regardless of background, deserves the opportunity to contribute to a better world.

Anyone, regardless of background, can contribute to societal progress, and the sooner we realize that, the better our world becomes.

We're committed to fostering #inclusivity both within our company and in the communities we serve.

#WeSpeakYourLanguage
#OABPOonEthnicEquality
#EthnicEqualityMonth #EthnicEquality
Open Access BPO 2 hours ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗠𝗮𝗻𝗶𝗹𝗮 𝗮𝗻𝗱 𝗗𝗮𝘃𝗮𝗼 𝗵𝗼𝘀𝘁𝗲𝗱 𝘁𝗵𝗲 𝗳𝗶𝗻𝗮𝗹𝗲 𝗼𝗳 𝗶𝘁𝘀 𝗗𝗿𝗼𝗽 𝗜𝘁 𝗟𝗶𝗸𝗲 𝗜𝘁'𝘀 𝗛𝗼𝘁 𝘄𝗲𝗶𝗴𝗵𝘁 𝗹𝗼𝘀𝘀 𝗰𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲. | https://buff.ly/434ctKb

The three-month program saw employees engage in wellness sessions, regular weigh-ins, and receive expert weight loss guidance. The finale recognized and celebrated the remarkable transformations achieved by the participating employees.

The initiative underscores Open Access BPO's commitment to investing in the overall well-being of its employees and cultivating a positive and supportive company culture.

----------
Open Access BPO is dedicated to employee engagement and contributing to our team's growth, both professionally and personally.

Learn more about our company culture and commitment to our employees: https://buff.ly/4i34265

#WeSpeakYourLanguage
#DropItLikeItsHot #OABPODroppinIt
#OneForHealth #IdeaHubOABPO
Open Access BPO 6 days ago
Open Access BPO Taipei celebrated a decade of growth and success with a party event at the ILLUME Taipei Hotel.

The evening showcased our strong company culture, with games, delicious food, and a festive atmosphere.
We're proud of our team and excited for what the future holds!

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
#WanderlustBlissOABPO
Open Access BPO 6 days ago
𝗗𝗿𝗼𝗽 𝗜𝘁 𝗟𝗶𝗸𝗲 𝗜𝘁'𝘀 𝗛𝗼𝘁: 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗪𝗲𝗶𝗴𝗵𝘁 𝗟𝗼𝘀𝘀 𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲 𝗖𝗿𝗼𝘄𝗻𝘀 𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻𝘀

The Open Access BPO's weight loss challenge has officially come to a close after a successful three-month run.

The program, which included wellness sessions and regular weigh-ins, culminated in an awards ceremony celebrating the incredible achievements of our participants.

We're thrilled to announce and congratulate the five champions from our Manila and Davao offices who demonstrated remarkable dedication and commitment to their health and wellness journeys.

Open Access BPO is committed to employee well-being, and this weight loss challenge is a prime example. We regularly offer activities and programs like this to support our employees' personal and professional growth, fostering a healthy and supportive work environment.

We're proud of all participants and look forward to continuing to support their wellness journeys.

#WeSpeakYourLanguage
#DropItLikeItsHot #OABPODroppinIt
#OneForHealth #IdeaHubOABPO
Open Access BPO 7 days ago
This February, Open Access BPO joins the world in celebrating 𝗕𝗹𝗮𝗰𝗸 𝗛𝗶𝘀𝘁𝗼𝗿𝘆 𝗠𝗼𝗻𝘁𝗵.

We recognize the vital contributions of African-Americans who have shaped our world.

It's also a call for us all to learn from history, amplify Black voices, and take action against systemic racism.

#WeSpeakYourLanguage
#BlackHistoryMonth #BHM2025
#OABPOonBHM #BHM
Open Access BPO 8 days ago
Bringing people together, celebrating achievements, and building momentum for their 10th anniversary is the real highlight of 𝗪𝗮𝗻𝗱𝗲𝗿𝗹𝘂𝘀𝘁 𝗕𝗹𝗶𝘀𝘀: 𝘁𝗵𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝗼𝗳𝗳 𝗣𝗮𝗿𝘁𝘆.

We're looking forward to being stronger together with our Davao teammates for another decade, but for now, here's a look back at what happened in last week's party: https://buff.ly/3CK1vyM

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss