Discover proven practices in the areas of hiring, incentives, sales coaching and retention of top performers

An application-oriented workshop that will transform the way you approach sales in your center

Uncover Missing Revenue Opportunities

There is a system for sustaining peak sales in call centers! In this workshop, you will learn how to create an environment that is conducive to selling and is self-sustaining, even with changes in product and personnel. This “hands-on” workshop will debunk the myths surrounding selling in call centers and explore the proven practices of leading centers that are creating major value for their companies. By the end of this two-day workshop, you will know the amount of missing revenue in your center(s) and have a plan to address it.

Answer Your Toughest Sales Management Questions

You will explore your own practices in this interactive, action-focused seminar. You’ll get answers to questions you’ve always wondered about, such as:

• Are great sales reps born or made?
• How can I motivate my sales or service/sales reps?
• What sales metrics are most important?
• What is the best way to transition service only reps to also sell?
• What can I do to increase the sales of all reps?
• How do I keep my top performers?
• What close tools are most effective for my customers?

This seminar is appropriate for both sales centers and sales/service centers. While the focus is on generating revenue on inbound contacts, much of what is covered will apply to outbound sales as well. Any contact center manager tasked with bringing revenue to the bottom line will benefit from this workshop!

You’ll uncover proven practices to:

• Create incentive systems that ensure a financial payback
• Use analytic tools to find lost revenue
• Hire top sales reps
• Utilize effective sales coaching methods
• Reinforce why “second close tools” and “memorable sales closes” matter
• Determine your sales KPIs and supporting metrics

Plus, you’ll learn how to:

• Identify the reasons for low performing reps—and what to do about them
• Avoid the three most common incentive plan mistakes
• Decide when and how to use sales contests
• Boost the effectiveness of your rep and supervisor sales training
• Demonstrate the value of your products or services to reps in meaningful ways
• Sustain peak sales in your center

Educate yourself on 20 proven sales management strategies practiced by leading call centers. Gain insider knowledge of their secrets!

Who should attend?

This seminar focuses on increasing revenue generated by the contact center—whether that is in a sales-only or a service/sales center. Vice presidents, directors and managers responsible for the sales performance of call centers will find value in this seminar. It covers principles applicable to both inbound and outbound sales opportunities. For maximum impact, ask your HR, marketing or financial colleagues to join you!

For the most customized, actionable experience possible, bring this seminar on-site. By involving your entire sales management team, you will enable your staff to make the best sales decisions possible.

Seminar Materials

A comprehensive course manual
Glossary of call center terms
Article reprints and studies
A certificate of completion

Demonstrate the knowledge you’ve gained with an ICMI Knowledge Certificate! After the seminar, you may choose to take an online assessment to demonstrate the knowledge you’ve gained. When you pass the test, we’ll send you an ICMI Knowledge Certificate.