Help reps build the competencies, skills, and product knowledge they need to talk with customers, uncover needs, and present solutions in a personal and highly productive manner. Align technology with sales to give reps the tools they need to make every call count. According to a 1997 study, customers are just as happy to deal with a VRU as with a call center rep to get their information and banking needs met. 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.