Call center reps don’t want to sell and customers don’t know what they need. It’s a lose/lose situation.
Incentives and traditional tactics will only produce mediocre results – at best.
77%
of customers appreciate proactive customer service with reps who anticipate needs and address them accordingly.
4 out of 5
customers prefer reps who don't sound like they are reading a script
One Mindset
Having worked with countless contact centers, we have found that removing these barriers starts with reframing the role. Selling isn’t about persuasion, it’s about serving.
We call it Other-Center® Selling.
Sales Is A Service Role
Sales training for contact center reps who struggle with:
1
Upselling new products or services
2
Uncovering unstated customer needs
3
Answering tough questions
4
Confidently closing
What is OCS for Contact Centers?
OCS for Contact Centers is a sales workshop that has been custom built over many years, with countless customers, to help contact center reps address customer needs, confidently upsell products, and move deeper and wider into accounts.
The OCS for Account Management Curriculum
We make it easy to serve.
01
Sales Is A Service
Most reps are hesitant to sell because they feel like they are manipulating the customer.
We reframe the role, where selling revolves around helping the customer address their needs – stated or unstated.
02
Transform Into A Trusted Advisor
Over the years we have uncovered a single truth – buyers buy from Trusted Advisors, not salespeople.
We make it easy to serve, by introducing an Other-Centered® approach.
03
Lead The Way
Reps learn an intuitive process that allows them to comfortably lead the call and the skills to uncover and meet unstated needs.
Change Starts Here
Download an overview of the entire OCS for Contact Centers workshop.
Contact center reps face unique challenges, we help them solve them.
Address Resistance
Address Resistance: Most sales training isn’t geared for contact centers. The hesitancy to sell is an elephant in the room that has to be addressed. We remove this barrier by reframing the role as one focused on service, as opposed to pushing a product.
Shift Mindset
Shift Mindset: The process begins and ends with an Other-Centered mindset, where sales revolves around uncovering customer needs, whether stated or unstated.
Create Value
Create Value: When reps choose to serve, they can clearly see the difference between pushing a product, and proactively leading a customer to solutions that address specific needs or challenges.
Transform
Transform: Transformation is the goal, as reps become trusted advisors they transition from…
Reactively responding to customer requests to leading the conversation
Making scripted offers to providing unique recommendations
Being uncomfortable with closing to offering the best option for advancing the call
Meeting the customer’s service expectations to exceeding expectations
Improve Loyalty
Improve Loyalty: When the service is the focus, everyone wins. Reps are happy, customers have their needs met, and relationships with customer loyalty improves.
Address Resistance: Most sales training isn’t geared for contact centers. The hesitancy to sell is an elephant in the room that has to be addressed. We remove this barrier by reframing the role as one focused on service, as opposed to pushing a product.
Shift Mindset
Shift Mindset: The process begins and ends with an Other-Centered mindset, where sales revolves around uncovering customer needs, whether stated or unstated.
Create Value
Create Value: When reps choose to serve, they can clearly see the difference between pushing a product, and proactively leading a customer to solutions that address specific needs or challenges.
Transform
Transform: Transformation is the goal, as reps become trusted advisors they transition from…
Reactively responding to customer requests to leading the conversation
Making scripted offers to providing unique recommendations
Being uncomfortable with closing to offering the best option for advancing the call
Meeting the customer’s service expectations to exceeding expectations
Shift Mindset
Shift Mindset: The process begins and ends with an Other-Centered mindset, where sales revolves around uncovering customer needs, whether stated or unstated.
Which roles can benefit from OCS for Contact Centers’?
ASLAN provides leadership sales training for:
Call Center Representatives
Inbound Sales Reps
Help Desk
Tech Support
"Selling the right way is the highest form of service.”
How we share OCS for Contact Centers
Onsite
In person, hands-on, immersive – these are just a few words to describe our classroom training option. With an ASLAN trainer onsite, reps have more opportunities for immediate feedback and faster growth.
Virtual
Remote reps? We know that getting everyone in the same room might not be an option. With our virtual classroom option, we can train your team from anywhere across the globe.
Train the Trainer
Looking for content for your learning leadership team? We can teach the OCS for Contact Centers program to your team so you can deliver it as many times as needed in the future.
What are the Benefits of our Customer Service Training Program?
Reps are more comfortable leading and closing
Customers have their needs met
Handle time decreases, improving customer service
Up-selling is simplified, increasing revenue per call
Sales Excellence Redefined.
Our methodology goes beyond traditional sales tactics by helping representatives connect with customers and understand their unique challenges. This authentic, customer-focused approach has consistently earned us recognition from Selling Power Magazine as one of their Top Sales Training Companies.
The results speak for themselves.
4.9 out of 5 star Reviews on Gartner Peer Insights
Aslan facilitated our two-day training and was extremely engaged with each attendee, well spoken, and able to personally connect with our team to better understand the services Aslan offers and how we implement it into our field of business.
Sales and Business Development Construction Industry
Aslan has dramatically enhanced my sales career by equipping me with a customer-first mindset. It has provided practical strategies to help me foster genuine connections with prospects and clients. The servant minded leadership has helped me build trust with my clients, resulting in strong relationships and a huge boost in my sales performance.
Our team recently completed ASLAN's OCS training, and the impact has been nothing short of transformational. The focus on understanding the customer's perspective and needs has reshaped how our sales reps approach client interactions.
Product Management Healthcare and Biotech Industry
Communication has provided a different perspective to the sales process. Organizationally, we are general managers over various processes of which sales is one aspect of my role. Having the coaching process helps me refine how we pursue our market.
Sales Training Trusted by Top Organizations
ASLAN Resources
Before you go, here are some resources to help you investigate our ideas and approach.
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