A recent study
published by Best Practices LLC, provider of research, consulting, publishing and best practice benchmarking reports addresses the importance manger and supervisor roles play during service-to-sales conversions in the call center.
The study, "Management Activities in Service-to-Sales Conversions in Call Centers" found that call center leaders were not including their managers and supervisors in the service-to-sales conversion process. Involving managers and supervisors should take place from the start since "they are responsible for driving change through word and action on a daily basis," stated a recent release about the report.
According to the news release
, "The research details how call center leaders can equip line managers and supervisors with the skills, tools and training they need to manage and motivate frontline representatives effectively through a successful service- to-sales change initiative."
-Understanding managers and supervisor's role within the change process.
-'Managing' managers and supervisors during the service-to-sales conversion process.
-Defining managers' and supervisors' new roles and responsibilities during a service-to-sales change initiative.
Also highlighted were the following best practices:
- Train customer service managers and supervisors before commencing the transition to a sales-oriented system.
-Work to achieve buy-in from managers and supervisors as a top priority for the service-to-sales transition.
-Designate "time on the floor" as a primary duty for managers and supervisors to ensure growth of sales capabilities and achievement of sales goals.