Call Center Excellence: Sales Auditing and Verification Policies and Procedures

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.

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