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CALL CENTER SALES TRAINING

Other-Centered® Selling (OCS) for Call Centers

Two key challenges plague most call centers: reps don't want to sell, and customers don't know what they need. It's a lose-lose situation that incentives and traditional tactics can't fix. 

Other-Centered Selling for Call Centers, ASLAN’s call center sales training program, reframes the role of selling from pushing products to serving customers. Your reps will learn to confidently uncover unstated needs, recommend relevant solutions, and improve customer loyalty—all while increasing revenue per call.

Scripts and Pressure Don't Work, Service Does

Most call center sales training fails because it's built on a fundamentally flawed assumption: that better scripts or more pressure will drive results.

The reality? Customers hate being sold to—especially when they've called for help. They recognize a scripted pitch immediately, and their defenses go up. No wonder most reps resist selling—they don't want to damage the very relationships they're paid to nurture.

The truth is that real results come when reps genuinely believe selling is the highest form of service. When they understand how to uncover unstated needs and make recommendations that truly help customers, both sales and satisfaction soar.

77%
of customers appreciate proactive customer service with reps who anticipate needs and address them accordingly
4/5
customers prefer reps who don't sound like they are reading a script
63%
of call center reps are uncomfortable with cross-selling and upselling activities

Your Call Center is Leaving Money on the Table

Even experienced teams struggle to effectively sell during service interactions. These are the patterns we see again and again:

Reps resist selling

Most call center representatives view selling as intrusive or manipulative—something that damages the customer relationship rather than enhances it.

Scripted approaches fail

Customers immediately recognize and tune out scripted sales pitches, making traditional approaches ineffective and uncomfortable for everyone involved.

Value gets lost in translation

Reps struggle to connect products and services to the customer's unstated needs, missing opportunities to genuinely help customers while growing revenue.

Conversations stay superficial

Without effective discovery skills, reps address only the immediate stated need, leaving deeper opportunities unexplored and customers underserved.

Address Resistance

Most sales training isn't geared for call 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

The process begins and ends with an Other-Centered mindset, where selling revolves around uncovering customer needs, whether stated or unstated.

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

Reps learn an intuitive process that allows them to comfortably lead the call and develop the skills to uncover and meet unstated needs.

Improve Loyalty

When service is the focus, everyone wins. Reps are happy, customers have their needs met, and relationships improve.

What Sets ASLAN’s Call Center Training Apart?

Change is hard—especially when it comes to helping service reps embrace selling. Most call center sales training focuses on scripts and techniques without addressing the core mindset barriers. The Other-Centered Selling for Call Centers (OCS CC) program changes the game by fundamentally reframing what selling means in a call center environment.

OCS CC

Address Resistance
Shift Mindset
Create Value
Transform
Improve Loyalty
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Increased Revenue Per Call

When reps confidently uncover unstated needs and position solutions as a service, sales conversions naturally increase without feeling pushy.

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Improved Customer Loyalty

Customers who receive proactive recommendations that genuinely address their needs develop stronger loyalty to your brand.

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Reduced Handle Time

By following a clear, customer-focused process, reps actually become more efficient while providing better service.

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More Confident Teams

When reps believe in the value of what they're offering and have the skills to position it effectively, their confidence and job satisfaction improves.

Which roles can benefit from OCS for Contact Centers?

ASLAN provides leadership sales training for:

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Call Center Representatives

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Inbound Sales Reps

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Help Desk

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Tech Support

What Will Reps Learn with OCS CC?

This one-day workshop equips your call center team with the mindset and skills to confidently uncover needs and recommend solutions.

01

Establishing a Foundation

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

Engage

Reps learn to transition from reacting to each customer request to leading the customer through the consultative process by establishing trust and using the AAA method for unreceptive customers.
03

Discover

Moving away from being an order-taker, reps learn to uncover both the stated and unstated needs of each customer using effective questioning techniques and listening skills.
04

Build Value

Ensuring that the customer emotionally embraces the rep's recommendation requires an establishment of trust and value through effective benefit positioning.
05

Advance

Gaining commitment to the next best step requires clear communication and sincere appreciation, focusing on timing rather than high-pressure closing techniques.
Want the full curriculum?
Download a complete guide to the OCS CC call center sales curriculum.
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How We Share OCS for Call Centers:

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Onsite

Classroom delivery is a hands-on, in the trenches approach that immerses sales leaders in everything Other-Centered. Theory is put into practice with the guidance of an ASLAN trainer to help solidify content and accelerate change.

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Virtual

Do you have sales leaders operating remotely? Our virtual workshop makes it easy to train your sales leaders no matter where they are stationed.

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Train the Trainer

Looking for content for your learning leadership team? We can teach the OCS for Call Centers program to your team so you can deliver it as many times as needed in the future.

What Our Clients Are Saying

"ASLAN's QuadCoaching™ approach completely transformed how I manage my time. I was spending equal hours with everyone on my team and getting inconsistent results. By focusing on my Strivers and Achievers, we've seen a 34% performance improvement, and surprisingly, some of my most resistant team members have become more engaged simply because I stopped trying to force them to change."

Jennifer Williams

Sales Director, Centene Corporation

2025-Top-Sales-Training-Ribbon

Sales Excellence Redefined

Our methodology goes beyond traditional sales tactics by helping call center 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.

Call Center Sales Training FAQ

What is call center sales training?

How does the OCS CC program develop call center sales skills?

How can better call center sales skills improve our business outcomes?

How does call center selling differ from traditional sales?

How does the OCS CC program support long-term adoption?

Can call center sales effectiveness be measured?

Can OCS CC be customized for different types of call centers?

How long does it take to see results after implementing OCS CC?

Have more questions or want to see if OCS CC is right for your team?

We Customize Every Training for Your Particular Business.

1
Prepare
2
Ignite
3
Transform
1Prepare

Assess | ALIGN | CUSTOMIZE

Your organization is unique. Your people are unique. You need a rep and leadership development plan that is built specifically for you. Pre-work will be assigned so that all leaders and reps come prepared to learn, having established baseline knowledge of our process, approach, terms, and more.

During the Prepare phase, we take a comprehensive approach to understand your unique challenges and align leadership to set the foundation for lasting change.

  • Discovery: We begin by identifying what's happening on the front lines—what's working and what's not. This includes assessing your reps' desire to change and gathering insights to tailor the program for maximum relevance.
  • Leadership Alignment: Engaging leadership early to ensure buy-in and long-term support for the training.
  • Customization: Tailoring content and activities to meet the specific needs of your team, industry, and objectives.

Win Call Center Sales

Transform your call center from a cost center into a revenue driver with the Other-Centered® Selling for Call Centers program. Your complete solution for helping reps confidently uncover needs, recommend solutions, and improve customer loyalty.

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