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Other-Centered® Selling for Contact Centers (OCS CC)

Help contact center reps upsell and improve customer loyalty

Two Key Challenges Exist

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.

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:


Upselling new products or services


Uncovering unstated customer needs


Answering tough questions


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.


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.


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.


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.

How is OCS for Contact Centers Different?

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.

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

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"Selling the right way is the highest form of service.”

How we share OCS for Contact Centers



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.

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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

The results of the training with ASLAN far exceeded our expectations. The Direct Banking Center increased its deposits by 270% and increased loans by 200%. 

The Retail Banking division saw deposits increase by 168%, service per household increase by 20% and the success rate of customer calling campaigns went from .5% to 9%. 

S&T Bank

Senior Vice President

Within a year of implementing ASLAN’s complete account development process, we grew revenue 5% while customer demand was declining. And we saw incremental revenue growth of 46% within existing accounts.

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Director of Learning

When ASLAN was hired, our goal was to grow from just under $700 million to $2 Billion. We achieved the goal in just 3 years and ASLAN played a key role. Not only do they have the best sales development programs but their ability to learn our business and customize the program was exactly what we needed to transition our sales force.

Fortune 500 Telecommunications Company

Director of Learning

We realized a 30% increase in incremental revenue within six months of hiring ASLAN for one reason – we embraced their process to turn our managers into coaches.

Schneider Electric


Within the first four months of implementing ASLAN’s program, appointments set with cold prospects jumped by 300% and engagement rates increased by 808%.

Fortune 1000 Life Insurance Company


We at InsurMark just completed what I believe to be one of many training programs with your company….I congratulate you on your success and want to comment on how impressed we are for who you are and what you stand for…The values that your company demonstrates are admired! To all of you, you have a home run in regards to your curriculum, your staff, and your philosophical standing in the business world! Thank you for ‘walking the walk’!



To determine the impact training would have on our business, we hired ASLAN to train our inbound reps in two of our four call centers. Bottom line, we recouped our six-figure investment in 30 days. Reps that were trained outperformed untrained reps by almost 8X.

Fortune 1000 Industrial Distributor


We wanted to test the impact of ASLAN’s approach, so we trained a select group of veteran reps and managers and compared the results. The reps that were trained and coached outperformed their peers by 56%.

Fortune 100 Insurance Company


After hiring ASLAN, we reduced customer attrition by 50% in the first two years — 5 times our goal. In the third year, we ended the year up 7,600 customers.

Fortune 1000 Energy Company

Vice President of Operations

Within the first four months of implementing ASLAN’s program, appointments set with cold prospects jumped by 300% and engagement rates increased by 808%.

Fortune 1000 Life Insurance Company


Our field guys gave this program the highest rating because it took the mystery out of prospecting. They learned where to focus, how to get there, and it wasn’t based on cheesy manipulation tactics. It’s the best program I’ve seen.

Fortune 100 Medical Manufacturer

Vice President

Of all the initiatives we’ve rolled out this year, ASLAN’s Catalyst program has been the star of the show. Your process, your ability to understand our DNA was truly amazing. You guys are freak’n awesome to work with! Every time I talked to one of our leaders they rave about the program. Not only was the program extremely successful but your people blew us away. Everyone we met with from ASLAN, were truly exceptional. We love our partnership with ASLAN.

Fortune 500 Insurance Company

Vice President of National Sales Training

Someone asked me recently why I've sold more than 2 times the nearest seller and get 25% more appointments. The simple answer is most reps don't understand how to create receptivity. I've used this other centered approach to selling since 2015. It completely reframes how you think about selling and that's why it works.

Tyler Bergman

Regional Vice President, Financial Services

Selling is dumb. Don’t sell things. Listen, be genuine, be curious. This philosophy and approach helped me find my voice as an account manager. Instead of providing me with antiquated sales scripts, I learned how to navigate the roadblocks that were keeping me from growing my accounts and it’s helped me consistently exceed both my professional and quota goals.

Blake Schlukbier

Global Account Manager, Red Hat

This strategy and methodology moved my team from good to great, outperforming teams four times our size. We are now guides and managers of the sales process rather than pushers and pullers. Employing these techniques opened doors with decision makers who consistently denied access in the past. Bottom line, it worked in the toughest market we’ve ever faced.

Robert Zeman

District Sales Manager, Aflac

ASLAN Resources

Before you go, here are some resources to help you investigate our ideas and approach.