Successful Hiring Strategies for Service-to-Sales Call Centers

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"Successful Hiring Strategies for Service-to-Sales Call Centers"

Study Overview:

Companies converting call centers from service-only to service-and-sales functions often discover they must find and tap new talent pools to successfully fill sales roles. Finding the right candidates up front improves the organization’s sales effectiveness: “Good reps have to have that ‘sales gene’— people skills, assertiveness, etcetera,” said one veteran call center manager, while another observed, “Personality type is key to their success in taking advantage of selling opportunities.”

This study examines the critical factors that winning service-sales organizations have identified as characteristic of high performance service-sales representatives and other effective methods to realign the hiring process to attract more sales-oriented applicants. This research can help call center leaders and hiring managers increase recruiting success and hiring efficiency through identifying job candidates who will be most successful as service-sales representatives.

Key Topics Areas:

• Personality Attributes
• Competency-Based Screening
• Behavior-Based Interviews
• Cross-Adverting Call Center Jobs as Service and Sales

Sample Best Practices:

• Identify personality attributes that are leading indicators of sales success to create hiring profiles.

• Use behavior-based interviews and role-plays to probe character traits that are critical to sales-rep performance success.

• Expand talent sources to reflect local labor markets with unique sources of sales-and-service talent.

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