Managing Sales in Call Centers 2-day seminar, $1495

Overview

This outbound call center training course presents proven practices in the areas of hiring, incentives, sales coaching and retention of top performers and is specifically created for Vice presidents, directors and managers. This is an application-oriented training which will transform the way you approach sales in your outbound call center. Educate yourself on 20 proven sales management strategies practiced by leading call centers. Gain insider knowledge of their secrets!

Maximizing Sales Results...
There is a system for sustaining peak sales in call centers! In this seminar, you will learn how to create an environment that is conducive to selling and is self-sustaining, even with changes in product, clients, campaigns, and personnel. The training seminar will debunk the myths surrounding selling in call centers and explore the proven practices of leading centers that are creating major value for their companies. By the end of this two-day workshop, you will know the amount of missed revenue in your center and have a plan to address it.

You will explore your own call center practices in this interactive, action-focused seminar. You'll also get answers to questions you've always wondered about, such as:

• Are great sales reps born or made?
• How can I motivate my sales reps?
• What sales metrics are most important?
• What can I do to increase the sales of all reps?
• How do I keep my top performers?
• What closing tools are most effective for my customers?

You will uncover proven practices to:

• Create incentive systems that ensure a financial payback
• Use analytic tools to find lost revenue
• Hire top sales reps
• Utilize effective sales coaching methods
• Reinforce why "second close tools" and "memorable sales closes" matter
• Determine your sales key performance indicators and supporting metrics

Plus, you will learn how to:

• Identify the reasons for low performing reps and what to do about them
• Avoid the three most common incentive plan mistakes
• Decide when and how to use sales contests
• Boost the effectiveness of your rep and supervisor sales training
• Demonstrate the value of your products or services to reps in meaningful ways
• Sustain peak sales in your center

Who Should Attend?
This training seminar focuses on increasing revenue generated by the contact center, whether that is in a sales-only or a sales/service center. Vice presidents, directors and managers responsible for the sales performance of call centers will find value in this seminar. It covers principles applicable to both inbound and outbound sales opportunities.

Agenda

Identifying new revenue opportunities

• Estimate your center's revenue potential
• Counter the myths of why your reps say they can't sell
• Determine individual rep's revenue potential
• Find revenue in service calls, complaint statistics and call typing

The path to peak sales performance

• Select the right sales KPI and supporting metrics
• Statistically validate your metrics and scripts
• Stop saying "no" to customers
• Use sales analysis tools to identify performance action plans
• Build a product "value prospectus"
• Develop strategic and tactical plans to close sales performance gaps
• Develop your own sales performance database
• Redefine channel strategies to drive calls to the most profitable channels

Placing your people on the path to peak sales performance

• Build a peak performance management system
• Use predictive hiring assessments
• Design sales training that delivers sustainable results
• Create an effective sales coaching program
• Remove organizational and procedural barriers to sales
• Master the art of managing top sales performers
• Develop sales closing tools
• Avoid scripting through the use of sales outlines
• Establish service orientation as a basis for a sales environment
• Analyze the need for CRM as a component of your sales strategy

Sustaining peak sales

• Design incentives that change lifestyles
• Determine how and when to use contests
• Discover how to retain your top performers
• Assess attrition statistics from a sales performance viewpoint
• Use ongoing landscape assessments
• Develop your leadership skills for when times get tough

Sales program execution

• Build the business case to gain and retain additional resources
• Organize and track sales projects
• Learn from leading companies who maximize their selling potential

Registration Fees
The per student registration fee for this seminar is $1495, and includes the seminar, course materials, and continental breakfast and lunch both days. Course materials include:

• A comprehensive course manual
• Glossary of call center terms
• Article reprints and studies
• A certificate of completion

Class begins at 9:00 AM and ends at 5:30 PM. Why not bring your associates?  Register three or more attendees from your company for the same seminar and receive an additional 10% off!

To register, click on the "Book Now" button or please call (708) 246-0320

Seminar Schedule

Sept 15-16, '09

Baltimore, MD

Location to be Assigned

Click here to learn about , dates & locations

Payment is due prior to the seminar, including payment on purchase orders.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy.  Registrants may cancel up to ten business days in advance of the seminar start date for a full refund, less administrative fees of $400.  Or, you may transfer your registration to another date or member of your company at no additional charge.  Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit toward any other Resource Center seminar.  In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.

Agenda, course dates, and locations are subject to change.

Contact Center Seminars
Telecom Seminars

Help Desk Books
Call Center Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Subject Index
Catalog Index

Ways to Order
Shipping Options
About Us
Contact Us