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CALL CENTER SALES MANAGEMENT
Your call center is perfectly staffed to obtain the same sales results in 2011, that you obtained in 2010. If you would like to double your sales this year you can start by registering for a two hour webinar that reviews an integrated assessment and coaching strategy, combined with performance monitoring/management. Learn how to reverse the 80/20 rule in your call center sales team.
Your call center is perfectly staffed to obtain the same sales results in 2011, that you obtained in 2010. If you would like to double your sales this year you can start by registering for a two hour webinar that reviews an integrated assessment and coaching strategy, combined with performance monitoring/management. Learn how to reverse the 80/20 rule in your call center sales team.
80/20 Rule - Fact or Fiction?
Frank Schmidt and John Hunter, two of the foremost experts in personnel productivity undertook a major review of the dozens of studies on the impact people have upon the success of organizations conducted over the last eighty five years. Their aim was to distil out practical usable information that could help organizations determine the impact their people have upon their productivity, and what organizations can do to improve the people aspects of their businesses. What they found was that for every job they reviewed there were people who consistently outperformed the majority of their peers in the same position. They referred to these as superior performers and found that about 16% of the people in any job fell into this category. At the other end of the spectrum they found the non-producers, who consistently produced much less than the majority of their peers in the job; again they found that about 16% of the people in any job fell into this category. Finally, they found that the vast majority of people produced at a level somewhere in between these two extremes - they were average performers - neither so bad or so good as to attract any specific attention They then defined three types of workers and examined the effect of this on their actual productivity Unskilled, Skilled and Professional/Managerial workers. For the purposes of this session we are going to describe our salespeople as ‘skilled workers’. The research showed that non-producer skilled workers produced 32% less than their average peers; and superior skilled workers produced 32% more than their average peers. So, there was more than 64% difference in output between non-producers and superior producers in skilled positions! So, the research shows that by using the conventional approaches to managing a sales force you can expect to have this uneven distribution of sales performance.
Frank Schmidt and John Hunter, two of the foremost experts in personnel productivity undertook a major review of the dozens of studies on the impact people have upon the success of organizations conducted over the last eighty five years. Their aim was to distil out practical usable information that could help organizations determine the impact their people have upon their productivity, and what organizations can do to improve the people aspects of their businesses. What they found was that for every job they reviewed there were people who consistently outperformed the majority of their peers in the same position. They referred to these as superior performers and found that about 16% of the people in any job fell into this category. At the other end of the spectrum they found the non-producers, who consistently produced much less than the majority of their peers in the job; again they found that about 16% of the people in any job fell into this category. Finally, they found that the vast majority of people produced at a level somewhere in between these two extremes - they were average performers - neither so bad or so good as to attract any specific attention They then defined three types of workers and examined the effect of this on their actual productivity Unskilled, Skilled and Professional/Managerial workers. For the purposes of this session we are going to describe our salespeople as ‘skilled workers’. The research showed that non-producer skilled workers produced 32% less than their average peers; and superior skilled workers produced 32% more than their average peers. So, there was more than 64% difference in output between non-producers and superior producers in skilled positions! So, the research shows that by using the conventional approaches to managing a sales force you can expect to have this uneven distribution of sales performance.
High Performance Work Systems
Using customized success profiles and benchmarks, developed by a study of your current top performers (top 20%) we can show you how to systematically coach and/or replace your low performers (bottom 20%) until you have reversed the 80 / 20 rule. An 80 / 20 Rule reversal means that 80% of your call center sales staff meets your original high performer criteria. Our research shows that an 80 / 20 reversal usually takes about 12 to 18 months.
Using customized success profiles and benchmarks, developed by a study of your current top performers (top 20%) we can show you how to systematically coach and/or replace your low performers (bottom 20%) until you have reversed the 80 / 20 rule. An 80 / 20 Rule reversal means that 80% of your call center sales staff meets your original high performer criteria. Our research shows that an 80 / 20 reversal usually takes about 12 to 18 months.
Call 480.503.2945 to register for the webinar or send your registration request to: support@hiresmart.com
Participants can pay the registration fee online by CLICKING HERE.
Participants can pay the registration fee online by CLICKING HERE.
Who: Presented by Dr. Neil Clark, Executive Director of HireSmart, LLC
What: Employee Engagement - If you can Measure it...you can Manage it!
When: Second Tuesday of each month from 11 AM to 1PM
Cost: $35
What: Employee Engagement - If you can Measure it...you can Manage it!
When: Second Tuesday of each month from 11 AM to 1PM
Cost: $35