Part 5: 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 was an INITIATIVES behaviour:
"Proactively working toward solving customer problems through innovative ideas."

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

The third behaviour was an INSIGHT behaviour:
"Looking for the real answers from customers by asking appropriate questions and observing their actions."

The fourth behaviour was a CUSTOMER VALUE behaviour:
"Proactively working towards mutual value for the customer and your organisation."

The fifth behaviour is an INSIGHT behaviour:
"Taking a balanced view of information and using multiple sources to validate this information."

The high performers are focused on making sure they accurately interpret information and data but don't necessarily take it at face value.

They won't rely on one source of information, they look for validation through other sources. They balance what they are hearing from customers and what they observe internally with an amount of healthy scepticism.

They appropriately challenge a customer in the interest of discovering what is important to them which provides the high performer with enough insight to determine what the customer really needs.

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

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