{"id":1043402,"date":"2023-08-18T10:54:59","date_gmt":"2023-08-18T17:54:59","guid":{"rendered":"https:\/\/customerthink.com\/?p=1043402"},"modified":"2023-08-18T10:54:59","modified_gmt":"2023-08-18T17:54:59","slug":"tailored-tactics-the-key-to-crushing-the-sales-performance-gap-in-the-contact-center","status":"publish","type":"post","link":"https:\/\/customerthink.com\/tailored-tactics-the-key-to-crushing-the-sales-performance-gap-in-the-contact-center\/","title":{"rendered":"Tailored Tactics: The Key to Crushing the Sales Performance Gap in the Contact Center"},"content":{"rendered":"
Businesses are quickly learning that effective sales performance in revenue-generating contact centers relies on the closing abilities of their top-performing sales professionals. Excelling in sales requires a balance of skills that top performers have mastered. Research conducted by Cresta found that there’s a 59% performance gap between average and top salespeople in transactional sales environments – with the gap soaring to 200% in complex sales environments. These findings clearly demonstrate a growing disparity between top and average performers, which can result in significant financial ramifications for any business.<\/span><\/p>\n Contact center leaders are looking for ways to raise the performance of average sales agents to match that of top performers, thereby bridging the performance gap that may be impeding their sales success. Of course, this is easier said than done — so where to start? Organizations need to consider the inextricable correlations between agent experience and their performance — and ultimately, the business outcomes.<\/span><\/p>\n In the midst of an uncertain economy, businesses are under mounting pressure to achieve more with reduced resources, while also grappling with rising employee turnover. Over 50% of contact center leaders say employee turnover is one of their top challenges – and unhappy agents often underperform, negatively impacting the organization. Conversely, happy agents perform better and when they feel adequately supported, report higher levels of fulfillment and job satisfaction. Placing a premium on agent happiness is crucial for achieving peak performance. Maintaining satisfaction is not a concern exclusive to the average performer; it’s equally important to acknowledge the heightened pressure on top performers to set the standard. <\/span><\/p>\n In 2022, Cresta published its first landmark <\/span>report<\/span><\/a> on the Sales Performance Gap revealing a staggering disconnect between top and bottom performers. The report examined over 340,000 conversations and found that organizations can miss out on up to 48% of potential revenue, leaving contact center leaders with the challenge of fostering agent adherence without adding stress. Otherwise, they may face a substantial and expensive sales performance gap.<\/span><\/p>\n Additional findings from the first study revealed that salespeople who adhere to a script produce 26% higher revenue per conversation and achieve 21% better conversion rates compared to their colleagues. However, agents regard the use of scripts as a top stressor — one that may even push them to leave their roles. Similarly, <\/span>it was reported<\/span><\/a> that agents who feel their supervisor has them under a constant microscope are more likely to leave. In this case, an alternative approach may be to build a user-friendly playbook.<\/span><\/p>\nSatisfied employees seal the deal on sales success<\/strong><\/h2>\n
Supercharge sales performance with winning behaviors and new tech<\/strong><\/h2>\n