For sometime now, we have been looking for agents who can help us with a study in upselling/cross-selling to customers in Asia, Europe and Latin America. But somehow, we just don't get the respondents that we need. When we did the same study for North America, we were literally swamped with respondents who were very eager to participate. We were able to get a very rich data that showed a very nice picture of the industry that we were targeting.

Our difficulty in sourcing respondents is making me wonder whether there is something that we are missing. Is it possible that upselling/cross-selling is not as prevalent in Asia, Europe and Latin America as it is in North America?

Any thoughts on this is greatly appreciated.

You say,

or sometime now, we have been looking for agents who can help us with a study in upselling/cross-selling to customers in Asia, Europe and Latin America. But somehow, we just don't get the respondents that we need.

I am not clear whether you mean you can't find agents to conduct the survey or you can find respondents to the survey. And are the respondents actually contact centre agents?

Rob

Hi Rob,

Thank you for your reply and sorry for the confusion.

We are actually looking for respondents to the survey and not agents to conduct the survey. And yes, we are targeting the contact centre agents.

While we have interviewed a couple of technical support agents, it seems that these agents are not required to do some upselling/cross-selling. Further, when customers intend to purchase, the technical support just forwards the call to the sales dept. Could this be the norm for Asia Pacific, Europe and Latin America?

Would love to hear your thoughts on this.

Thanks!