Welcome to the fifth installment of our series: Exposing the 6 Myths of Call Center Sales. Be sure to check out the first, second, third, and fourth posts in this call center training series.
Myth #5: If your managers measure performance, the behavior will change.
Management just ran their monthly metrics and didn’t see the performance they were looking for. So they call a meeting and tell everyone to do better. Now your CSRs really feel uncomfortable. They don’t know how to change and probably don’t even want to change under this kind of management. Next month, the same scenario is played out all over again.
How do you break the pattern? It all comes down to good coaching and role modeling.
If your managers merely measure performance and tell their teams to do better, little will change. That’s because CSRs not only need to know how they’re doing, they also need to be taught how to do better. They must be coached and mentored by role models who can consistently, successfully demonstrate the desired behavior.
The problem is, most call center managers are former CSRs themselves. They know as little about selling as the rest of the team. Because they’re out of their comfort zone, they’ll stick to the roles they’re most familiar with — staying in their offices and burying their heads in the numbers. The only way you can change this is by taking the time to train, equip, and certify your call center sales managers as coaches. When you do, you’ll see great results.
Research shows that when training is complemented with in-field coaching and reinforcement, productivity is quadrupled — it jumps from 22% to 88%. You can change the entire dynamic of your call center, just by training your managers to do a better job as coaches.
Interested in learning more about ASLAN’s call center sales training?
You can download the complete ebook “Exposing the 6 Myths of Call Center Sales” here and continue reading.
If you’ve got questions — or just want to talk more about why you shouldn’t depend on leads to hit your numbers — we’re excited to connect.
Tom Stanfill
As Co-founder and CEO, Tom’s primary role is to create content that helps people live, sell, and serve more effectively. Find him on LinkedIn
