Cross-Selling / Upselling Services

Hi,

I am very interested in how mobile operators or comparbale companies (e.g., fixed line operators or financial services for comparison) are improving the use of their inbound/outbound call centres to cross-sell/upsell value added services. This is an area currently neglected by many mobile operators so I would welcome any feedback as to how operators are using or could use incentives, training and CRM tools to promote VAS sales, and potentially the benefits that they have received.

Any help would be much appreciated. Thanks and Regards, Mike Greening