Unless customers perceive a measurable difference, the call center is a costly channel. A consistent, proven sales process supported by highly competent, skilled representatives adds value both for the customer and the call center. Outbound sales offer a unique set of challenges. Having confident reps who command attention by leading with a compelling message is a good place to start. A sales culture starts at the top.
Leaders have enormous power to motivate their people to achieve success.
Call centers are no exception. Technical and operational leadership alone won't get the job done. Call center managers and team leaders must develop a passion for sales. And it means that call center leaders champion the sales effort by broadcasting daily, weekly, and monthly results, publicizing big sales, lauding top performers, celebrating skill building, coaching constantly, and removing obstacles to sales success. A passion for sales also connotes a deep sense of personal and organizational accountability.