Hi All,

I'm wondering if anyone can share their experiences with expanding a contact centres' culture to embrace sales as well as maintaining high quality customer service? Any insight will be much appreciated. I find that all too often reps can have great sales and poor quality results or vice versa. Am looking at a phased rollout and modular approach that can be built upon (i.e. clean listening > effective probing technique > negotiation skills...etc).

I am trying to avoid a lot of call flows and scripting as I feel that Reps should be trusted to position something to each individual customer according to their needs so long as we impart our philosophy/reasoning along the way...I'm a big fan of "balance" service delivery.

Thanks in advance

Brad