Mixing up the team dynamic at the sale table By: Michael McMillan Have you ever thought about bringing a front line call center agent to a sales pitch? Or what about having a quality assurance analyst weigh in on if you should sign a deal or not? I am not at all surprised if your answer is no. Most companies would never think about bringing a member of their frontline team to such an important meeting, but the interesting thing is they are missing out on so much by not doing this. Your frontline staff knows more about what makes a client successful than you ever could incorporate. This is because they are the ones who are actually performing the services in which your contact center is selling. These are the people who know just what it takes to get through all of the hundreds of thousands of interactions they are graded upon with such a fine tooth comb. So what value could your frontline staff provide in a sales meeting, or at the closing table? The value they offer can be placed in three buckets:
I learned the power of using my operations team in my sales process late in my sales career, but when I did it made all the difference. Allowing my client to get to know their team better, and providing my team with a true sense of relationship with the client helped out so much when things go rough with the client (i.e. – Mandatory overtime, out of forecast peaks, etc…). Just remember your operations team are people too and they want to feel part of something bigger than themselves. Inviting them into the sales process is an easy way to get a big win for both the business and your client. To Your Success & Prosperity! For more helpful tips and tricks on ways to improve your business please subscribe to our podcast on iTunes and visit our website at www.BizSprints.com.