Part 2: The key behaviours that drive high-performance contact centre sales people


Since May 2013, many high performance B2B contact centre sales people have completed a Diamond Assessment. These people support their external sales teams providing customer service and both inbound and outbound sales.

We have established that there are 7 key behaviours that drive these high performers. The behaviours do vary across the various industry segments; however these 7 behaviours always seem to rise to the top.

The first behaviour we presented a couple of weeks ago was an INITIATIVES behaviour:
"Proactively working toward solving customer problems through innovative ideas."

The second behaviour is a CADENCE behaviour:
"Demonstrating resilience to the barriers and issues that could negatively impact on the delivery of value both internally and externally."

This behaviour is all about learning to deal with barriers and disappointments.

The high performers learn to accept and then accommodate those times where their company does not meet the needs of the customer. Rather than get frustrated, they use customer objections as a clarification of the customer's real needs.

The high performers also learn from a lost order and will then determine what could be done differently next time to achieve a better result.

In the face of barriers or "speed-humps" they are always looking for a way forward and will turn negative experiences into a positive.

To improve the performance of your team members, select a behaviour to focus on over the next couple of months. Make sure that you discuss the behaviours with your team member and plan on how they can apply the behaviour each week. At the end of the week discuss the impact these behaviours have had on their performance.

Look out for the third sales behaviour in a couple of weeks.

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