We are in the process of setting up an quality call monitoring program for our inside sales team. During the process of defining competencies and criteria, we often found ourselves including behaviors that relation more towards a customer service rep than a sales rep. I have found very little information or case studies on QA programs for sales teams. Our sales team is unique as we are a hybrid combo of sales adviser and account manager. The people we engage are existing customers who we talk to a few times a month. There is no cold calling or hard sales. Our goal is to enhance the relationship with the customer, influence their buying behavior, bring back sales they are leaking to competitors, increase current sales and optimize program compliance and utilization. Does anyone know where i can go to find information on quality programs that relate to what we do?

Posted by: Anonymous
Posted: November 9th, 2018
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