Call Center Excellence: Managing Service-to-Sales Cultural Transformation

CHAPEL HILL, N.C., June 6 /PRNewswire/ -- As companies transform their
call centers into service-to-sales operations, organizations continue to
struggle with the art of selling while maintaining a customer service
function. Because they play a major role in facilitating the changeover, the
manager/supervisor is one of the key factors behind a successful
service-to-sales transformation.
In fact, call center leaders recommend reducing spans of control by as
much as 50 percent for managers during the initial phases of a
service-to-sales shift, according to research from benchmarking leader Best
Practices, LLC. A lower ratio of supervisors to sales representatives allows
managers to spend more face-to-face time with their reps to assist with sales
training and to secure employees' buy-in, according to the study.
The study, "Managing the Service-to-Sales Cultural Transformation,"
provides call center executives with critical information they can use as they
consider or implement a service-to-sales changeover. The 92-page report
contains dozens of narratives and more than 50 best practices from leading
companies that have gone through the service-to-sales transformation.
The report is available online with a complimentary study excerpt at
http://www3.best-in-class.com/rr956.htm .
The research is based on data gleaned from 57 world-class companies across
20 industries that participated in an online survey. The research team also
conducted in-depth interviews with call center executives at industry leaders
such as Carlson Leisure, GE Consumer Finance, Intuit, Sprint, and Wells Fargo.
To purchase "Managing Service-to-Sales Cultural Transformation" or review
some of the study's key findings, visit
http://www3.best-in-class.com/rr956.htm .
For more information, contact Grant Houston at (919) 767-9182 or at
ghouston@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 companies. For more information
about Best Practices, LLC, call (919) 403-0251, or visit the corporate website
at http://www.best-in-class.com/ .
SOURCE Best Practices, LLC

Media: Kim Hardin of Best Practices, LLC, +1-919-767-9221,
khardin@best-in-class.com