"Call center of the future" leverages knowledgebase for sales, service

Call center outsourcer Fortune 800 is combining the efforts of customer support and telesales personnel in a knowledge-based system to better serve and sell to clients.

Fortune 800 offers call center services to direct-to-consumer and business-to-business sales and service companies, with products ranging from computer software to nutritional supplements. When clients call they are directed to specific agents based on demographic information and purchasing history.

Armed with answers to FAQs, successful sales techniques and client information pulled from Molloy Group's Knowledge Bridge knowledgebase, customer service and telesales agents provide personalized service and recommend product upgrades or add-ons. Tight integration with a Scopus Technology call tracking system minimizes duplicate knowledgebase entries and workflows.

With the knowledgebase, Fortune 800 can expand support for its current and future clients, according to sales and marketing VP Candie Bliss. Also, by increasing the volume of calls and scope of support, they can "provide more integrated services to our...larger-scale clients, which offer the highest profit/expense ratio," she said