1. Encourage personalized selling According to CRM experts Don Peppers and Martha Rogers; personalized selling is one of the most important aspects of almost any business career. When dealing directly with customers, Peppers and Rogers recommend doing simple things like remembering people's names and understanding their points of view and feelings. This will go a long way towards building customer trust and making a sale.
2. Have call centers sales incentives in place. You may already have incentives in place for your sales teams, but it's just as important to have sales incentives for call centers agents who are selling your products or services. However, the incentives that will motivate your sales staff differ from what will motivate your call centers agents. Customer service representatives are more likely to be motivated by the feeling of having helped someone, and aren't usually as competitive as sales reps. Sales expert Liz Roche recommends focusing on non-variable compensation with some achievement-based compensation mixed in.