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25DB




Products & Services Customer Service Call Centers Call Center Process Design

Call Center Excellence: Sales Auditing and Verification Policies and Procedures

DB Image

ID: 4824


Features:

Metrics, Graphics


Pages/Slides: 38


Published: Pre-2014


Delivery Format: Online PDF Document


 

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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.




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  • STUDY OVERVIEW
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Non-Members: Download a complimentary study summary of "Call Center Excellence: Sales Auditing and Verification Policies and Procedures" at http://www.best-in-class.com/de200.ad. The summary contains sample graphs and research findings from the presentation as well as an overview of the Best Practice Databse and the Internet Benchmarking Exchange.

Study Overview


A recent trend in call centers is to increase revenue by transforming traditional service channels into service and sales channels. However, such transformations are difficult. One of the key issues that call center executives and manager’s in both inbound and outbound call centers face is developing integrated sales auditing and verification policies and procedures to support their sales processes. With these processes in place, sales operations can become both profitable and scalable. This document will help call center executives shape audit, call recording and sales verification policies.

Key Topics

This 38-slide presentation study was conducted by Best Practices, LLC’s consulting group and focuses on:

  • Call Recording Policies for Training, Coaching, Sales Audit and Verification: Planning and Compliance with Regulations
  • Sales Verification Procedures
  • Pending Sales Management Strategies: Cancellation Rates & Policies and Sales Recovery Techniques
  • Sales Effectiveness: Reducing Cancellation Rates and Developing a Service & Sales Culture

Key Findings

Participants in this study share key insights that encompass: specific methods, techniques and programs that they have used to successfully develop effective sales audit and verification programs.

One finding is that as the volume of sales grows, technology needs to be startegically applied to make many of the sales audit and verification processes scalable.

Methodology

17 companies are represented in this research study -- many of which are from the financial services, manufacturing and retail industries.


Industries Profiled:
Medical Device; Manufacturing; Computer Software; Financial Services; Entertainment; Retail; Consumer Products; Banking; Insurance


Companies Profiled:
Becton Dickinson; Deluxe Corporation; Intuit; Misys International Banking Systems; SKY Television; GE Money (formerly GE Consumer Finance); Kohl's; Wells Fargo; Zurich North American

If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at DatabaseTeam@bestpracticesllc.com or call David Guinn at 919-767-9179 if you have any questions.