Call Centre Sales Culture
Doing the tangible things by analysing the sales process and making adjustments to improve the calling list and implementing structured selling techniques is one thing, but you also need to consider the intangible things – how does the centre ‘feel’ to work in. Is it the type of upbeat, positive environment that makes it a creative place for your Agents to work?
From our experience a true sales culture would need to consider:
- Information (readily available on daily performance) – what reports and charts do you have displayed in the centre that relate to sales performance, and do your agents know what they can do to make those graphs go upwards!
- Team incentives – what competitions are you currently running that motivate and reward Agents and their teams?
- Individual Rewards and Recognition – you condition people by how you pay them, and so how do you incentivise your staff through bonuses and incentives?
- Managers visibility (on the floor) – do your team managers “walk the talk” – by being out in the centre supporting their staff, rather than being couped up in their offices tied to their PCs?
- Promotions and support (from other parts of the organisation) – is the centre recognised by the rest of the organisation for the business development role it performs and does that result in time visits from senior management and marketing ‘goodies’ being made available. It amazing how everyone in the centre wearing the same T-shirt that reflects that weeks key sale promotion can focus the mind.
