Getting serious about profits not only means buying the right technology but going beyond systems training to teach people how to use automation to sell consistently and effectively. With expert telesales competencies and skills and a thorough understanding of how to use the system to make every call count, your reps have all the tools they need to leverage your call center's investment in technology. For a sales culture to be sustained over the long term, people need more than sales goals and functional expertise. They need room to grow. We often think in terms of a career path, but we need to think instead about the skill path of both call center representatives and team leaders.
Call centers provide many such opportunities.
The average time of 18 to 30 months spent on the phone is a chance to learn about the company, its products, and the financial services industry as a whole. In fact, today's ideal call center career is not necessarily a ladder but a path that moves laterally as well as upwards with many interesting jobs along the way-enabling people to continually develop their competencies, build skills, and grow in the organization. Employees' desire for this kind of skill pathing in a job enables the sales-focused call center to attract good candidates and keep them in the fold. First, call center managers define and communicate the skill sets of each functional area in the call center. Then they clearly and consistently communicate the sales, quality, and production goals they want to achieve.