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A recent trend in call centers is to increase revenues by transforming traditional service channels into service and sales channels. However, such transformations are difficult. One of the key challenges that call center executives and manager’s in both inbound and outbound call centers face is developing performance measurement and incentive systems that effectively measure and motivate representatives' behavior to integrate both sales and service channels. As one call center executive stated, “It is important that your performance management system and your incentive programs integrate if you want to reach your business goals… it’s not so easy and took us a long time to get it right.”
The key practices encapsulated in this 16-page document provide a basis for call center executives and managers, embarking on or engaged in a service-to-sales transition, to reflect on the experiences and "lessons learned" of organizations that already have successfully implemented service-to-sales transformations
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