Call center sales training  is extremely important when it comes to cross-selling and up-selling products over the phone. Even for the most basic of sales duties, training is key.

The cartoon on this page shows what would seem to be a ridiculous situation.  A high ranking executive visits the call center floor to see how well the sale of a new product, distributed through the call center, has gone.  As the agents listen to the executive’s speech they wonder what he is talking about.

Unfortunately, this situation happens very often in real life, even if not as blatantly as portrayed in the comic drawing above.  The reasons for the constant, and always reliable, neglect that call centers face when new procedures, products or initiatives take place are numerous;  however, few if any are excusable.

Any time that an organization spends a substantial number of dollars, hours and resources in the development and execution of a new initiative, it must consider the role of all the stake holders.  Nevertheless, the customer care department always seems to be left out of the loop because of its relative obscurity when compared with other parts of the organization that are closer to the hearts and wallets of decision makers.

When a new product is launched, for example, it would seem obvious that management would anticipate a certain number of calls regarding questions, orders or feedback.  What’s more, call center sales training would seem to be in order.  Yet, many call center reps learn about new product launches from customers, not from their leaders.  If you don’t believe me go to the call center floor and listen to some phone calls.  

The problem is not that that upper management does not take into consideration an easily foreseeable customer reaction such as calling.  The problem is that usually the call center is not invited to planning sessions, but is expected to know about the new product launch.  The result is a breakdown in communication where many assumptions are made, but no one informs the very people that will service the new product about its existence.

Source: callcentercomics.com