I run a sotware business developing software and selling it to the public sector in the UK, through a variety of sales channels. Over time (and with no previous experience - which might have been our mistake) we've developed a call centre of around 30 individuals, mostly engaged in outbound activity, but also dealing with inbound. It has been a slog getting to where we are now - broadly speaking it works ok albeit with many potential areas for improvement.

I think one of the things that has held us back is a "vision" as to what our call centre should be like. This might have helped us answer such questions as "how pushy / consultative are we aiming to be?"; "what balance between commission / basic should our consultants have"; "what sort of individuals are we looking for as team leaders"? etc etc. I'm still not sure we've properly answered these questions. In reterspect, some experience would have been useful.

Is there a commonly accepted view of different styles - and what are people's views as to the pros and cons?

Hi James,

You are not the first company nor will you be the last to have arrived in this position! What's great is that you have realised to move forward you need to make a strategic decision about how to move forward.

My recommendation would be to try and think about this question from the viewpoint of the contacts you are calling or who are calling you. If you put yourself in their shoes you may find the answer to your question much easier.

There are a number of business questions you should consider too regarding product sales and returns that could also influence your decision.

hope this is helpful
Elaine

Hi James

Selling to the public sector involves every permutation imaginable of sales related activity, level of responsibility and transactional style.

From your direct sales experience, you have a feel for the sector's hugely consultative approach which may involve workers' representatives, as well as management. And for the impact of its budgetary cycle. Are the call centre's tasks purely operational? Is helpdesk service part of the mix? Does the work involve negotiation, and at what level? Distributors, themselves, expect different levels of support.

A question must answer the question - to what purposes should the vision correspond?

With very best wishes

Max Klein