Sometimes companies want their people to sell, but either don’t provide telephone associates with the right tools and compensation, or they try not to make a big deal of the sales component. Introducing sales expectations will be a big deal. Whether or not to introduce sales is a question that every company will attempt to answer. And sales is not for everybody. But if we are going to do it, it is imperative that we do it right.
Everything changes when introducing sales into a call center. It is not the same as upgrading the telephone system. Since telephone associates in these centers were not originally hired to sell, skills must change. Supervisors must modify the way they coach, to incorporate conversations about how well telephone associates are selling. Senior management must make changes as well to make sales communication an everyday part of the job. Training is necessary, too. Here are a few tests to see if your center is maximizing its sales potential. Read More »