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Best Practices, Llc
Service-to-Sales Transformation at Contact Centers Hinges on Soft Skills
October 5th, 2007
Contact centers have been transformed into sales centers as part of the Service-to-Sales movement that has reps selling while conducting ongoing customer service. Across industries, companies are in agreement that soft skills are critical for converting service reps to sales producers, according to a study by benchmarking leader Best Practices, LLC. Ninety-eight percent of the 57 companies in the study reported that the two categories most frequently taught to service-sales reps are fact- finding/probing skills and soft skills (relationship building, stress tolerance and assertiveness), according to the research. Ninety-four percent of participating companies also rated...
Source: Health Business Week (2007-10-05)
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