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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
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