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Work in a contact center with less than 75 agents? This is the space for you to ask questions, share unique challenges, and offer up advice.

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TG-Doug
TG-Doug
Posts: 1


7/19/2017
TG-Doug
TG-Doug
Posts: 1
I'm in a very small contact center, and we're incredibly efficient with handling support calls. My team has absolutely slayed all the goals that we've set since I've been their manager.

However, using the same representatives for Sales that are very used to (and were hired for) support means that I have to create brand new buy-in. Does anyone have any experience with pivoting their contact center? How did you create this ultimate buy-in from your representatives?
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SeaHawkins
SeaHawkins
Moderator
Posts: 7


7/20/2017
SeaHawkins
SeaHawkins
Moderator
Posts: 7
Start by explaining why the change is needed. Also, included them (where possible) in the process. Since they are stakeholders, buy-in will come as a result of inclusion. Have a plan in place to train them. If they do not possess the skills needed, they will certainly feel consternation regarding the new role.
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