Sales in the Call Center

Instead of the traditional revenue per hour, close ratio or conversion ratio as the KPI metric for sales success, Cox measures RGU per person per month, with the lowest producers averaging 600 RGUs per month, the middle producers averaging 675 RGUs per month, and the top producers averaging 900 RGUs per month. The spread between Elmore’s low and high producers is only about 30 percent, indicating that his team is doing a very good job of selection and deselection of sales reps.

For telecom providers, global research highlights the opportunity to differentiate themselves from competitors by improving the quality of their service.

Making a successful service to-sales transition requires cultural and process changes—from hiring the right agents to providing effective training and offering motivating rewards.

The ever-increasing complexity of the contact center environment is spawning a demand for more specific skill sets for management. Executives with analytical skills and the ability to optimize overall performance based on contact center metrics will command top salaries in upcoming years.

Five best practices for breaking down cultural and historical barriers to selling through service.

The following is a snapshot of findings from ICMI's 2007 Call Center Cross-Selling Survey Report. Other reports cover topics such as KPIs, technology, telework, agent training and development, strategy, and others.

Understanding the art and science of sales can benefit virtually any kind of call center -- even those that don't "sell" in the traditional sense.

Mary Murcott searches the globe for what works in moving from a service only environment to a customer-focused service and sales environment.

There is wide disparity in the quality and success of upsell/cross-sell programs in Asia Pacific, says Daniel Ord. Here are five tips that can help -- wherever your centre operates.