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Call Center Excellence: Managing Service-To-Sales Cultural Transformation
Date:10/23/2007

CHAPEL HILL, N.C., Oct. 23 /PRNewswire/ -- As companies transform their call centers into service-to-sales operations, organizations continue to struggle with the art of selling while maintaining a customer service function. Because they play a major role in facilitating the changeover, the manager/supervisor is one of the key factors behind a successful service-to- sales transformation.

In fact, call center leaders recommend reducing spans of control by as much as 50 percent for managers during the initial phases of a service-to- sales shift, according to research from benchmarking leader Best Practices, LLC. A lower ratio of supervisors to sales representatives allows managers to spend more face-to-face time with their reps to assist with sales training and to secure employees' buy-in, according to the study.

"No service-to-sales shift will succeed without the support and active participation of managers," said Chris Bogan, chief executive of Best Practices, LLC. "They need to drive the change process on a daily basis and do it both in what they say and what they do."

The study, "Managing the Service-to-Sales Cultural Transformation," provides call center executives with critical information they can use as they consider or implement a service-to-sales changeover. The 92-page report contains dozens of narratives and more than 50 best practices from leading companies that have gone through the service-to-sales transformation.

The report is available online with a complimentary study excerpt at http://www3.best-in-class.com/rr869.htm

The research is based on data gleaned from 57 world-class companies across 20 industries that participated in an online survey. The research team also conducted in-depth interviews with call center executives at industry leaders such as Carlson Leisure, GE Consumer Finance, Intuit, Sprint, and Wells Fargo.

The study details ins
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SOURCE Best Practices, LLC
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