The company had to shift their overwhelmingly inbound call center staff to become overwhelmingly outbound. It was not easy. Many, if not most, inbound people cannot easily change to outbound. Outbound involves rejection. It involves bothering people who are not thinking about buying right now, whereas inbound callers are always in a buying or inquiring mode.
Outbound callers have to have a thick skin and a strong personality.
The company had to identify the skill sets in their inbound sales staff which would enable them to sell outbound. Many inbound employees would not survive the switch. The company had to recruit and train most of its 700 outbound callers. New outbound callers had to prove themselves in training and make 200-300 prospecting calls a day. After training the requirements dropped to around 100 calls per day.