Call Center Excellence: Sales Audit & Verification Strategies that Deliver

Call Center Excellence: Sales Audit & Verification Strategies that Deliver

CHAPEL HILL, N.C., Sept. 2 /PRNewswire/ -- Successful call centers recognize that one of the key elements of transforming from service-to-sales is developing integrated and scalable sales audit and verification strategies. According to a new research study by research and consulting firm Best Practices, LLC, more than half of benchmarked companies verify 90% or more of total sales - three of those companies receive more than 1 million inbound calls per year. One company stated: "We verify every single sale (100%) first by recording it. The sale is then tagged by the agent and transmitted to our QC department, and then another individual listens to the call. We have a ratio of 15 reps to 1 QC FTE, however we change the ratio based on up-sell volumes."

"Call Center Excellence - Call Auditing and Verification Policies and Procedures", is a cross-industry study designed to assist contact center executives and managers to better understand sales auditing and verification policies, practices and procedures. The study is available with a complimentary study excerpt at http://www3.best-in-class.com/dr182.ad. Additional findings that emerged from the research include:

- Functional Collaboration: Successful call centers recognize that in
order to develop integrated audit and verification strategies, a
systemic and collaborative approach is needed. Implementing effective
auditing and verification programs and processes involves leveraging
resources from not only call center resources but also compliance,
legal, credit (finance), IT.

- Portfolio Due Diligence: Leading companies conduct thorough due
diligence initiatives prior to adding new products or services to their
product portfolio. Companies need to identify all applicable state and
federal regulations that apply and fully understand the implications of
implementing and managing around regulations.

- Monitoring for Compliance: At one company, managers and supervisors
actively monitor reps to ensure regulatory requirements are met - 8
calls are randomly selected and monitored per month.

For additional findings on this topic, consider the Best Practice Database, a resource containing more than $30 million in proprietary research conducted on behalf of executives from Fortune 500 companies. Do your own search and learn more about the Best Practice Database at http://www3.best-in-class.com/dr180.ad. In the month of September 2005 take advantage of our 2-for-1 database deal: Receive 2 database memberships for the price of 1! Contact Anna Buhr at abuhr@best-in-class.com or 919-767-9175 for more information about this special offer.

Visit http://www3.best-in-class.com/dr182.ad to read the study summary and purchase this featured document. For questions about this research initiative or to inquire about initiating your own research study or starting a membership to the Best Practice Database, contact Anna Buhr at abuhr@best-in-class.com or 919-767-9175.

About Best Practices, LLC Best Practices, LLC is a research and consulting firm that conducts work based on the principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class organizations. For more information, call (919) 403-0251 or visit http://www3.best-in-class.com/.

Source: Best Practices, LLC

CONTACT: Media, Anna Buhr, of Best Practices, LLC, +1-919-767-9175, or
abuhr@best-in-class.com

Web site: http://www3.best-in-class.com/
http://www3.best-in-class.com/dr180.ad

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