| |
|
| Question 1: While handling calls, do your call
center agents sell and take orders over the telephone? |
| Description of Answer |
Respondents
|
| Yes |
51.76% |
| No |
45.88% |
| N/A |
2.36% |
| |
|
| Question 2: Do you conduct sales training for
inbound telephone agents to increase the likelihood of up-sells and
cross-sells? |
| Description of Answer |
Respondents |
| Yes |
65.22% |
| No |
26.09% |
| N/A |
8.69% |
| |
|
| Question 3: Are your telephone agents
compensated based on sales volume? |
| Description of Answer |
Respondents |
| Yes |
55.88% |
| No |
32.35% |
| N/A |
11.77% |
| |
|
| Question 4: What percent of their annual income
is based on sale performance? |
| Description of Answer |
Respondents |
| 1 to 5% |
36.36% |
| N/A |
22.73% |
| 6 to 10% |
13.64% |
| more than 20% |
13.64% |
| 11 to 15% |
9.009% |
| 16 to 20% |
4.54% |
| |
|
| Question 5 : Why don't your telephone agents
sell and take orders over the telephone? (Please, mark all that apply). |
| Description of Answer |
Respondents |
Our primary function is to
answer questions and solve problems for inbound callers. |
67.44% |
Our telephone agents are not
sales professionals, and are best at "helping" callers, not
"selling" callers our products. |
20.93% |
| Our sales distribution channels do not allow
us to sell and take orders on the telephone. |
16.28% |
| We began as an "answer center" and
have never really tried to do product selling. |
13.95% |
| N/A |
9.30% |
Our telephone agents would
"resist" being told they must begin selling our products. |
6.98% |
| |
|
