• Cookie Policy (UK)
  • Cookie Policy (EU)

Salesforce Partner UK & Marketing consultants

5-Star, Certified, Experienced. Data Cloud, Sales Cloud, Service Cloud

Call +44 (0)330 808 3317
Salesforce consultant - marketing consultants, Salesforce partner UK REVIEWS
  • SALESFORCE CONSULTING
    • Pardot Consulting
      • Pardot Services to support your ongoing success
    • Marketing Cloud Consulting
      • Salesforce Data Cloud for Marketing
    • CDP Implementation Consultants
    • Sales Cloud Consulting
      • Salesforce Managed Services
    • Salesforce Service Cloud Consulting
    • Salesforce integrators for ISV partners
      • Build Your Email Marketing with Campaign Monitor for Salesforce
      • Emma for Salesforce
      • The Best Email Marketing Packages for Small Business
    • Salesforce Community Cloud Implementation
  • CLIENT SUCCESS
    • Clients Who Trust Us
    • Testimonials
    • Healthcare Case Study – Patient Communication
    • Salesforce nonprofit case study – LoveYourBrain’s marketing automation platform migration
    • Marketing Cloud Case Study for Church Community
    • Salesforce Marketing Cloud Case Study: Luxury Membership Club
  • ABOUT
    • Our Leadership
    • Our Team
      • Jobs
    • Our 1% Pledge
    • Press
  • BOOK A DISCOVERY CALL
  • CONTACT
    • Contact us by email
    • Call us at +44 (0)330 808 3317
    • Ask us a question
    • Get a Salesforce Demo
    • Marketing Cloud Prep Workshop
  • FREE RESOURCES
    • What is Salesforce
      • What lies ahead: Salesforce Roadmap in 4 min videos
    • Marketing Cloud
      • Salesforce Marketing Cloud Case Study – B2B2C – Great read for Cat lovers
      • Salesforce Marketing Cloud FAQ
      • Boost Retention w/ Salesforce Loyalty Management Solutions
    • Pardot
      • Pardot Naming Convention Generator
      • Guinness World Records Pardot Case Study
    • Sales Cloud
      • Hospitality Case Study
      • Grow Your Business Successfully with Salesforce CPQ
      • Build Your Email Marketing with Campaign Monitor for Salesforce
    • Service Cloud
    • Salesforce Communities
    • Strategic Marketing
    • Other Digital Marketing Platforms and Tools
      • SEcockpit for SEO
      • Trendemon for Journey Optimising
      • Hootsuite for Social Mgt
      • WordPress
  • SALESFORCE BLOG
    • Insights for Marketing
    • For Sales & RevOps
    • Small Business Tips
    • Tips & Tools for Service
    • For Salesforce Leadership
    • Our Salesforce Webinars & Events

How to move your Contact Centre from a Cost Centre to a Profit Centre

May 12, 2023 By ASTRID VAN DORST

Are you tired of your contact centre being viewed as a cost centre? It’s time to change that mindset and transform your contact centre into a profit centre. And you won’t be doing that alone:

“54% of service professionals say
management views customer service
as a revenue generator, rather than a
business cost.”

State of Service – Report 5th Ed.

How to move your Contact Centre from a Cost Centre to a Profit Centre

By redesigning your department from a cost to a profit centre, you can drive revenue growth. And improve customer satisfaction and retention at the same time. Here are practical tips on how to achieve that transformation.

Focus on Customer Experience

According to a recent Salesforce report, 48% of customers have switched brands for better customer service. 94% say good customer service makes them more likely to make another purchase.

Embrace Technology

The right technology can help you streamline your contact centre operations and improve customer experience.

For instance, using chatbots, artificial intelligence, and predictive analytics can help you anticipate customer needs and provide personalised recommendations.

Implementing a contact centre or CRM like Salesforce Service Cloud, can help you consolidate customer data. It provides a 360-degree view of your customers’ interactions with your company. We can show you how to leverage its amazing features.

How to move your Contact Centre from a Cost Centre to a Profit Centre: Embrace technology
Salesforce Service Cloud Overview

Offer Self-Service Options

How to move your Contact Centre from a Cost Centre to a Profit Centre: self service is the new normal

Empowering your customers to self-serve can help you reduce costs and free up your agents to focus on high-value interactions.

Implementing a self-service portal or chatbot can help you achieve this.

Ensure that the self-service options are easy to use and provide value to your customers.

Consider offering incentives such as discounts or loyalty points to encourage your customers to use the self-service options.

Implement Performance Metrics

To track the success of your transformation, you must implement performance metrics that align with your business goals.

These metrics should include revenue generated, customer satisfaction scores, and agent performance metrics.

By tracking these metrics, you can identify areas for improvement and make data-driven decisions to optimise your contact centre’s performance.

How to move your Contact Centre from a Cost Centre to a Profit Centre - with dashboards with real time performance on service KPI

Invest in Your Call Center Agents

Salesforce to improve Customer Service

Your agents are the face of your contact centre and play a crucial role in driving revenue growth.

Investing in their training and development can help them improve their sales and customer service skills.

Consider providing ongoing coaching, mentoring and career planning. Further, gamification as well as incentives can motivate your agents to deliver exceptional customer service and drive revenue growth. All of this can be managed with Service Cloud, with a bespoke configuration.

We could help you configure personalised training plan for your agents that leverage free Salesforce resources. And be at par with the best-of-breed in the industry when it comes to sales training.

So, transforming your contact centre from a cost centre to a profit centre is achievable.

You need to focus on customer experience, implementing performance metrics, embracing technology, offering self-service options, and investing in your agents. By taking these steps, you can not only drive revenue growth but also improve customer satisfaction and retention. As a result, your contact centre becomes a valuable asset to your business.

Salesforce Service Cloud Overview

Engage a Salesforce Service Cloud Consultancy like CloudAnalysts

But doing it on your own as a company, is not as easy as it seems. That’s where we come in.

Transforming your contact centre into a profit centre requires more then a deep understanding of your business. It also needs a strategic approach, an understanding of your customers, plus technical knowhow of the art-of-the possible. Engaging a Salesforce Service Cloud Consultancy like CloudAnalysts can help you achieve this. We can provide you with expert guidance on how to optimise your contact centre operations. We’ll help you streamline processes, and implement the right technology to achieve your business goals.

Is it worth it?

Yes indeed, according to a recent Forrester study. It found that organisations using Salesforce Service Cloud have achieved a 475% ROI over 3 years. It also noted a payback period of fewer than 6 months.

We at CloudAnalysts have transformed client’s contact centres in less time than that. Help clients gain real-time performance insights of its contact centre’s operations. This enabled them to swiftly manage and optimise its performance. For one of them, this helped the client curb its customer dissatisfaction. It now has a consistent 5 star customer rating for its call centre performance.

Read a service cloud success story

CloudAnalysts specialise in customer communication. As a Salesforce Service Cloud consultancy, we helping businesses like yours transform their contact centres from cost centres to profit centres.

We offer a range of services, including business process analysis, solution design and technical Salesforce implementation, training, and ongoing support. Our team of certified Salesforce experts can help you:

  • Identify areas for improvement,
  • Develop a roadmap for success, and
  • Implement the right solutions to achieve your business objectives.

Our approach is tailored to your specific needs and business goals. We ensure that you achieve maximum ROI from your investment in Salesforce Service Cloud. We work closely with you to understand your unique challenges, pain points, and opportunities. Based on that, we develop a solution that meets your needs and exceeds your expectations.

Interested to learn more?

TALK TO AN EXPERT

Last Updated on May 23, 2023

Filed Under: Salesforce Service Cloud

Want better
revenue marketing?


Expert UK salesforce consultants
Start today.

Get a FREE consultation with our Salesforce experts.




Follow us

LATEST ARTICLES – Tips & Insights from Salesforce experts

  • Get Started w. Data Cloud: ‘free’ licenses, certs and success
  • Marketing Automation for Tight Budgets – Solution: Unlock its ROI
  • Top Takeaways Salesforce Dreamforce 2023
  • Target Specific Industries with Personalised Campaigns for marketing success!
  • Top Sources of Free Stock Images to Promote your Content and Improve your Email Marketing
  • Top ChatGPT Prompts for Marketing & Business Success
  • What wows us in Winter 24 for Account Engagement?
  • Salesforce Social Studio: best alternatives to build a social business
  • Mastering Salesforce Prompt Studio: Tips for AI Success
  • Email Marketing Best Practices for Preference Centre Success
  • How to craft an AI Marketing Strategy for growth & success
  • Aligning Salesforce CRM Solutions in Construction industry M&A
  • 5 Email Relay Salesforce Benefits You Didn’t Know But Could Use
  • Marketing GPT, Commerce GPT: Lift Campaigns & Shopping w/ Generative AI
  • Adopting gender-inclusive language by design: The Infinite Guide
  • For easy Pardot email validating, get Email Validator for MCAE
  • Use our top 10 Salesforce Marketing Cloud features for best results
  • How to implement Salesforce Events software for successful events and members services
  • How many Account-based Marketing companies to target?
  • How to move your Contact Centre from a Cost Centre to a Profit Centre

TOPICS

Salesforce Marketing Cloud Specialists Consultants UK - CloudAnalysts

Salesforce Consulting Partner
CloudAnalysts Proudly Took the 1 Percent Pledge
CloudAnalysts Proudly Took the 1 Percent Pledge

CloudAnalysts
Ridge Salesforce UK Consulting Partner
0330 808 3317

Registered office
1 Rosemont Road
London NW3 6NG
UK

Serving clients in:
UK, EMEA, US, Canada.

WHAT CLIENTS SAY


star_rate star_rate star_rate star_rate star_rate

"Exceptionally well executed project"
"CloudAnalysts did an excellent job designing and implementing our Salesforce Marketing Cloud solution within 2-3 weeks to swiftly migrate from Oracle Service Cloud ensuring business-continuity." -- CIO


star_rate star_rate star_rate star_rate star_rate

From scoping to delivery, Cloud Analysts were professional, knowledgeable, flexible and accommodating." -- IT Projects Delivery Manager


star_rate star_rate star_rate star_rate star_rate

"Exceptionally talented marketeers"
"Helped me reframe my thinking about how we should be approaching sales and marketing." -- Head of Operations and Franchise Development


Copyright © 2023 CloudAnalysts, owned and operated by Aryta Ltd. | Privacy Policy | Cookie Policy