SALES TRAINING
BY JULIE THOMAS, VALUESELLING ASSOCIATES
ILLUSTRATION PROVIDED BY ADOBE STOCK
THE HIDDEN SALES TEAM IN YOUR CALL CENTER
HERE’ S HOW YOUR INBOUND AGENTS CAN START DRIVING MEANINGFUL REVENUE.
For years, the idea of turning inbound customer service agents into salespeople has been met with resistance, hesitation, and in many cases, failure.
And for good reason. These agents are trained to solve problems, provide support, and build rapport. Asking them to " sell " can feel unnatural, forced, and even contradictory to their role. Plus, revenue leaders often do not invest in these teams to the same degree as they do in sales or customer success.
I call this the“ service-sales gap.” But in a world where every customer interaction is a potential revenue opportunity- and where AI is rapidly transforming how we work- the lines between service, success, and sales are blurring( also see BOX). We can no longer afford to have the divide.
The good news? With the right mindset, tools, and training, service agents can successfully and comfortably pivot into sales conversations focused on identifying additional needs. And often in ways that feel more helpful than transactional, thus closing this gap.
THE OPPORTUNITY HAS NEVER BEEN GREATER
Contact centers are evolving. Customers are calling in with more complex, high-value needs: precisely the kinds of conversations that can naturally lead to upsells, cross-sells, and long-term loyalty. In addition, leaders and their teams face aggressive revenue goals: and the pressure to make every customer interaction impactful. WITH THE RIGHT MINDSET, TOOLS, AND TRAINING, SERVICE AGENTS CAN SUCCESSFULLY AND COMFORTABLY PIVOT INTO SALES CONVERSATIONS...
AUGUST 2025 35