Optimizing Call Center Operations: Staffing for Sales Excellence.Business Editors CHAPEL HILL, N.C.--(BUSINESS WIRE)--Oct. 22, 2003 As today's call centers shift from a "service only" approach to a growing focus on delivering sales, top performers drive revenue through superior hiring, training and staff management tactics, according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. a new study by research and consulting firm Noun 1. consulting firm - a firm of experts providing professional advice to an organization for a fee consulting company business firm, firm, house - the members of a business organization that owns or operates one or more establishments; "he worked for a Best Practices, LLC (Logical Link Control) See "LANs" under data link protocol. LLC - Logical Link Control . The new study examines cross-selling Cross-selling is the term used to describe the sale of additional products or services to a customer. Less frequently it is used to describe the sale of services to additional business units at an account or to different geographic units of a customer. functions at 57 companies and provides insights and innovative practices in call center management across 20 industries. "Service to Sales Excellence: Developing Service Representatives into High-Sales Achievers," online at http://www3.best-in-class See best-of-class. .com/rr256.htm, details effective call center recruiting and selection systems. For example, best practices include: -- Re-aligning recruitment, hiring and training systems to reflect a dual emphasis on service and sales. A complete operational change is often critical to impacting the organization's ability to reach sales goals. -- Recruiting high-performing incompact service agents for cross-selling roles. Executives rely on this hiring pattern to maximize investments in current staff and increase employee morale. -- Identifying personality traits of successful service/sales representatives to develop effective hiring profiles. Companies find that this process improves recruiting efforts and leads to increased success in job fit, employee productivity and bottom-line performance. This study is designed to help customer service organizations identify current performance gaps and chart an improvement path forward. "Service to Sales Excellence: Developing Service Representatives into High-Sales Achievers" contains best practices and quantitative metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. in the following areas: -- Assessment and Selection: Finding, Winning and Cultivating Talent -- Training & Development: Enabling High Performance -- Optimizing Process Integration through Structure and Resources -- Managing People & Performance to Support Cross-Sell Process Excellence "The service-to-sales trend is mounting like a tidal wave tidal wave, term properly applied to the crest of a tide as it moves around the earth. The wavelike upstream rush of water caused by the incoming tide in some locations is known as a tidal bore. ," explains Best Practices, LLC's President and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. Chris Bogan "Organizations that master the art of selling while delivering excellent customer service position themselves to gain considerable ground against competitors." Download To receive a file transmitted over a network. In any communications session, "download" means receive, and "upload" means send. The download/upload often implies a big/little scenario, in which data is being downloaded from the "big" server into the "little" user's computer. a summary of "Service to Sales Excellence: Developing Service Representatives into High-Sales Achievers" at http://www3.best-in-class.com/rr256.htm. For more information, contact David Burton at (919) 767-9259 or at dburton@best-in-class.com. ABOUT BEST PRACTICES, LLC Best Practices, LLC is a research and consulting firm that conducts work based on the principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class organizations. For more information, call (919) 767-9251 or visit http://www.best-in-class.com. |
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