An inside sales agents’ job is to sell. They should be focused, virtually the whole time, on dialing the telephone, taking calls, returning e-mails, saving lost sales, and finding referrals.
Often times in call center work it is easy to parallel the management of inside sales reps with the supervision of other employees in other lines of business. Call Center Today consultants like to say an airline pilot flies planes and does not also serve drinks and pass out pillows, although on many smaller airlines and private planes they do stack the luggage before take-off. Airline pilots fly planes. And, inside sales agents should sell.
What we see most often is a request by management to have inside sales agents multitask. This extends to the point where both the company and the inside sales agent treat selling to prospects and customers as a secondary element to the job. Who has time to sell when there is paperwork to push and other administrative tasks to administer?
When inside sales agents are distracted the only entity that truly loses is the company. Instead of driving more revenue, saving more customers from cancelling, and cross-selling more products, inside sales agents do non-productive minutiae that could be better managed by other personnel. The company is paying a set amount of money (hourly or salary) for the hours the agent is performing, but the company is not gaining the level of sales and revenue they should be enjoying to grow their business during those set hours. The company is defeating itself.
An inside sales agents’ job is to sell. They should be focused, virtually the whole time, on dialing the telephone, taking calls, returning e-mails, saving lost sales, and finding referrals. When you have your inside sales agents spend too much time on wrap, or pushing papers, you miss out on maximizing employees in your company who are charged to sell for your company.
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About Call Center Today
Want to talk to Dan Coen about boosting your inside sales numbers and remaking your call center? To contact Dan about speaking, workshops, training and consulting: DCoen@CallCenterToday.com or 888-835-5326 x111. Follow us on twitter at www.twitter.com/callcentertoday