Adding Sales to a Service Environment

Skills and techniques for call center directors who want to increase customer loyalty and generate revenue by adding sales to their centers.

Properly performed, selling in call centers can increase customer loyalty and generate a large portion of revenue for your entire organization. Poorly performed, selling can have the very opposite effect. If you are thinking about a sales strategy for your call center, or you have been directed to add this function, ICMI’s Adding Sales to a Service Environment virtual classroom course will prepare you to tackle the job.

By taking a good look at specific performance metrics in you center, you’ll be able to determine if your center is ready to ramp up a sales function, and if not, you’ll learn what you need to strengthen before you consider the sales step. You’ll also determine the best sales philosophy for your center and what metrics you’ll need to track your performance.

The key to adding sales to your center is changing the culture to support a successful sales program. You’ll learn the steps to create a performance management system that aligns the right people, metrics, training, coaching and incentives. You’ll come away with a Peak Performance Blueprint that includes detailed approaches for finding top-performing sales staff, training service to sales reps and teaching supervisors how to coach for optimum sales performance.

To give you a head start on best practices, you’ll get an in-depth look at the contact center sales strategy of a leading, name-brand company that is highly successful in customer focused sales. This case study shows you exactly what structure and processes they use to sell the right product to the right customer.

This course will equip you to:

• Make the case for selling in your call center, including increasing loyalty and generating revenue.
• Determine if your center is ready to begin a sales program, including the key metric that will help you decide.
• Decide what you should sell and on what calls, in order to develop a sales philosophy that best fits your call center.
• Build a Peak Performance Blueprint that will help you build a successful sales program.
• Alert you to common mistakes and pitfalls of starting a sales program.

Who Should Attend?

• Contact center managers
• Directors
• Vice Presidents whose service centers have begun (or will begin soon) to generate revenue

Course Length and Delivery Method

This course is delivered in a live two-hour virtual classroom course.

Course Materials

• Printable Slide Presentation
• Industry Articles
• “A Cut Above the Rest”: A Service to Sales Success Story
• The Blended Contact Center: Seamless Sales in a Service Environment
• How to Maximize Sales in the Contact Center
• Service and Sales: Transforming the Call Center
• Handouts

Pricing

Pricing for live virtual classroom courses is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.

Cancellation Policy

Please take a moment to read the cancellation policy.