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Managing Sales in Contact Centers: Boost Revenues in a Sales or Service/Sales Environment

Managing Sales in Contact Centers: Boost Revenues in a Sales or Service/Sales Environment

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Course Description

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

This two-day course is appropriate for both inbound sales centers and inbound sales/service centers. Learn how to create an environment that will generate new revenue, will be self-sustaining, and will align agents directly with the company’s success. By leveraging case studies, we will discover which Key Performance Indicators (KPI) you should be using to evaluate agents, and how to use your KPI’s to coach agents to drive additional revenue.

By the end of this two-day workshop, you will be able to better understand and calculate the amount of missing revenue opportunities in your center(s), as well as have a plan to address your situation. Additionally, you will learn 20 proven sales management strategies practiced by leading contact centers.

Course Topics Include:

  • Hiring the Right Sales Agent
  • Incentive Programs
  • Key Performance Indicators
  • Agent Effectiveness
  • Sales Environments

Who should attend?

Vice Presidents, Directors, and Managers responsible for sales performance of contact centers.


Cancellation Policy

Full payment is required prior to attendance. In rare instances, a course will be rescheduled or postponed. ICMI will provide at least 5 days’ notice. You may receive a full refund, or take a credit toward another ICMI course. ICMI cannot be held responsible for penalties resulting from travel arrangements. Participants cancelling their registration with less than 5 days notice will pay the full course rate. No shows will also pay full course rates.

If weather conditions dictate that we have to cancel a training course with short notice, we will immediately release an email letting the participants know. An announcement will also be made available by clicking on the course details available on ICMI’s course schedule http://www.icmi.com/Training/calendar.aspx. Generally the decision will be made the day prior to the start of the course. Under certain circumstances we may have to withhold the decision to cancel a course until the last minute, due to the instructor’s ability to make it to the training facility. For courses starting on a Monday, please make sure to check your email and the ICMI website on Sunday evening.

In the event that we do have to cancel a training course at the last minute, your ICMI account manager will contact you via phone call to either reschedule you in to an alternate course or provide you with a full refund of the course price.


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