Navigation Links
Call Center Excellence: Managing Service-To-Sales Cultural Transformation

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

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 insights on imperative aspects of managing the service- to-sales cultural transformation, including:

-- Transformational Leadership

-- Organizational Structure to Enable Performance

-- Management Activities to Support Change

-- Training Approaches to Empower Employees

-- Hiring Strategies for Success

-- Achieving Business Goals with Performance Measurement and Incentive


To purchase "Managing Service-to-Sales Cultural Transformation" or review some of the study's key findings, visit .

For more information, contact Cameron Tew at (919) 767-9246 or at .


Best Practices, LLC is a research and consulting firm that conducts work based on the principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class companies. For more information about Best Practices, LLC, call (919) 403-0251, or visit the corporate website at

SOURCE Best Practices, LLC
Copyright©2007 PR Newswire.
All rights reserved

Related medicine news :

1. Expose on eating disorders!! Scientists trace “brain’s eating control center pathway”
2. Stanford Medical Center Implements The First Virtual Cardiac Ultrasound
3. Risk of allergy more to children staying in day care centers
4. Apollo Hospital to collaborate with US cancer center to open new radiation therapy department
5. Osaka Medical Center study showed 70% of smokers couldn’t qui
6. Kalam To Lay Foundation Of Vellore Research Center
7. Free Treatment Center Established In Chennai
8. Analyzing Client-Centered Therapy.
9. New policy allows Britons to decide on treatment center
10. Turkey becoming epicenter for bird flu
11. Human Milk Center Caters To Premature Babies
Post Your Comments:
(Date:11/24/2015)... ... 24, 2015 , ... With Thanksgiving right around the corner, holiday travel season ... protect your family and vehicle. , According to the National Highway Traffic Safety Administration, ... is sharing the following safety tips from the NHTSA: , ...
(Date:11/24/2015)... (PRWEB) , ... November 24, 2015 , ... ... it has been designated an Aetna Institute of Quality® Bariatric Surgery Facility for ... the quality and cost of health care services available to its members to ...
(Date:11/24/2015)... M.D. (PRWEB) , ... November 24, 2015 , ... ... new award for its exceptional customer service: the TrustDale certification. The award recognizes ... The Baltimore stone honing , tile and grout, and hard surface restoration ...
(Date:11/24/2015)... ... , ... Autism Speaks, the world’s leading autism science and advocacy organization, will ... generosity of people around the world. On December 1, supporters can make an online ... share the personal stories behind those gifts. , Just as Black Friday and ...
(Date:11/24/2015)... ... ... All her life, Don Peck’s mother wondered if she was a descendant of Samuel Fuller, ... After a 25-year search for information, Don and his aunt discovered that she was not, ... Turns out, it was Don’s father who was descended from not one, but four passengers ...
Breaking Medicine News(10 mins):
(Date:11/24/2015)... , Nov. 24, 2015  Array BioPharma Inc. ... Chief Executive Officer, Ron Squarer , will ... in New York.  The public is welcome to ... the Array BioPharma website.Event:Piper Jaffray Annual Healthcare ConferencePresenter:  ... December 2, 2015Time:1:30 p.m. Eastern Time Webcast: ...
(Date:11/24/2015)... and VANCOUVER, Nov. 24, 2015 /PRNewswire/ - ESSA ... EPIX ) announced today that the first patient ... of EPI-506 as a treatment for metastatic castration-resistant prostate ... and Canada.  --> the ... In the Phase 1/2 clinical trial, ESSA intends ...
(Date:11/24/2015)... COMMACK, New York , 24. November ... Hersteller des Avery Breathing Pacemaker Systems, ist ... Ph.D., als Clinical Consultant bekannt geben zu ... -->   --> ... Stockholm (Schweden). Von 1984-1986 ...
Breaking Medicine Technology: