If this box remains here for more than 30 seconds, click this link to try again.
Products & Services »
Best Practice Database
Customer Service » Call Centers » Call Center Human Resources » Call Center Recruitment and Selection » Identifying Hiring Needs
Metrics, Graphics, Detailed Process Map
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.
Non-members: Click here to sign-up for a complimentary tour of
"Successful Hiring Strategies for Service-to-Sales Call Centers"
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.