Part 3: 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 is an INSIGHT behaviour:
"Looking for the real answers from customers by asking appropriate questions and observing their actions."

This behaviour sets the high performers apart from their colleagues as they ask more insightful and relevant questions when engaging with their customers.

They show real interest in the customer's situation, they are good listeners and they proactively manage the conversation to uncover the necessary insights required to solve the customer's problem or help them to realise an opportunity.

The high performers are people who ask lots of questions of their customers and they also ask lots of questions about customers from their colleagues within their company.

They are also comfortable asking those "difficult questions" of a customer where appropriate as they understand that deep insight paves the way to being able to deliver value to the customer.

Through good questions they learn the "pain points" or "midnight issues" of their customers as a continuing priority. They have a great ability to discover the hidden truths.

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 fourth sales behaviour in a couple of weeks.

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