Adding Sales to the Call Center Agenda
Executive White Paper
Author - Denis Pombriant, Beagle Research Group
After a prolonged period almost exclusively focused on cost cutting, many leaders are now exploring how they can derive revenue from their call centers. In a survey of executives with call center oversight responsibilities conducted during March of 2005, Beagle Research Group sought to understand the challenges associated with instilling a sales culture in traditional service-only call centers. Among the ideas highlighted in this white paper are:
- The definition of selling in the call center
- Organization and management of the sales process
- Developing agents' sales abilities while motivating and measuring their performance
