Financial Services: Transforming Call Centers into High-Performing Sales Channels

This white paper is an excerpt from research profiling a class of companies that demonstrate successful practices in transforming call center staff into high-performing sales representatives. Information was gathered through extensive surveys and interviews among managers from 23 companies across thirteen business sectors that included financial services, banking, telecom, high-tech, retail and electronics. Best Practices, LLC analysts employed qualitative and quantitative research methods to identify and probe the winning strategies and operational approaches that make contact centers into quality sales channels resulting in increased sales with lower acquisition costs, expanded customer relationships, and greater customer loyalty.