TTEC
EMEA Blog

In retail, it’s all about the sale. But it’s important to remember that sales aren’t just made by in-store employees, e-commerce sites, and apps. Your contact centre holds huge potential to drive revenue too, but only if your associates possess the right sales skills.

The Covid-19 pandemic dramatically changed consumer behaviour. Many were forced to try e-commerce for the first time as non-essential retailers were all closed by the various lockdowns. As we return to relative normality there will be a stronger focus than ever on the retail industry giving customers what they want - online or in-store.

The at-home environment has put digital, convenience and proactive service into hyper-drive. This applies to sales as well as customer service. Inside sales associates are turning to new ways to meet and beat sales targets.

There is a bias that call recording software is only good for listening to past calls for quality assurance and compliance. In reality, speech analytics is a valuable tool for any customer service and sales team to uncover trends and top performing behaviours captured from successful interactions.

At its best, sales is about helping clients succeed. When we help our clients win, we win as well. But these aren’t normal times and sales approaches that worked a few months ago may not work today. How can salespeople survive or even come out stronger in this new reality? The answer comes down to three core principles: be authentic, buyer-focused, and human. Here are four examples of how sales leaders can do exactly that.

What is sales outsourcing? Sales outsourcing allows you to take advantage of untapped opportunities by leveraging additional salespeople through an outsourcing partnership.