Sales effectiveness in an outsourced contact center is a comprehensive metric reflecting the sales team’s ability to achieve optimal client results with efficient resource utilization. Crucially, contact center sales hinge on customer experience. As team lead, my aim is communication that not only closes deals but also leaves a positive customer impression.
Our team’s mission is clear: ensure customers calling back confidently say, ‘They sold me exactly what I needed; I’m ready for more.’ This is how effective sales empower clients and boost their revenue. In this article, I’ll share my hands-on experience and the practical tools we at Global Bilgi use to drive strong results for our remote sales team.”
Why my experience matters
I’ve been working at Global Bilgi as a manager of a remote sales team for nearly four years. I oversee a team of 15 agents who sell products and services for one of Ukraine’s mobile network operators. I also regularly interact with the client’s representatives to improve service quality. Over the years, I’ve come to understand that sales through a contact center are an art. They require flexibility, customer focus, a personalized approach, and smart use of technology. And I’m proud that my team lives up to that standard every day.
To me, sales effectiveness is about more than just numbers. It includes the volume of sales, conversion rates, revenue per sale, and most importantly — customer satisfaction. Did we identify the customer’s needs? Did they get a product or service that truly meets those needs? These questions define how I approach my work. I’m excited to share the practical steps that help my team succeed.
Key aspects of sales in a contact center
From my experience at Global Bilgi, I’ve learned that the key to effective sales is adaptability to the client’s needs. My team doesn’t just follow a script. We analyze each customer, adjust to their mood, and create a product need in a way that makes them feel: “This solution is made just for me.” Even a “no” should be productive. If a customer declines today, it’s important that the agent leaves a good impression and lays the groundwork for a future call. And this truly works!
In my observations, customers often remember our previous calls with relevant offers when we call again after 2-3 months. Sometimes, they even call our inbound line themselves to ask about a product or service an agent had previously recommended.
Specifics of managing a remote team
When it comes to remote teams, there are unique challenges and work specifics.
First, it’s about clear coordination. Working from home can affect how quickly agents resolve issues.
At Global Bilgi, we’ve implemented regular online meetings: weekly and monthly team-wide syncs, as well as one-on-one sessions with each team member. I personally review and analyze calls, give feedback, and provide coaching. It’s essential for me that every team member feels supported and understands how their work contributes to the bigger picture.
Second, I believe self-discipline is the foundation of remote team effectiveness.
I support flexible schedules, allowing agents to work in a rhythm that suits them, while still meeting required work hours. To keep motivation high, we use a system of incentives:
- Additional bonus programs for new and long-term team members.
- Daily recognition of top performers in the project chat.
- Quarterly and annual awards for the best employees.
I’m proud that my team not only meets performance goals but consistently exceeds them.
And of course, technical support is crucial. We use Sirius, our proprietary cloud contact center platform developed by Global Bilgi’s IT specialists. Thanks to Sirius, I can monitor real-time statistics: number of calls made, conversion rates, time spent, and more. At any given moment, I can see where help is needed and jump into the workflow. For example, if I notice a drop in someone’s performance, I immediately schedule a meeting so we can identify what’s going wrong and fix it together.
Key Sales KPIs: How We Measure Team Success
To me, key performance indicators (KPIs) are like a compass. They help show how successfully my team is moving toward our goals. In contact center sales, KPIs reflect more than numbers. They also speak to the quality of our work. At Global Bilgi, we track several core metrics every day.
Conversion Rate
This is the percentage of calls that lead to a sale. For example, if 15 out of 100 calls result in a purchase, the conversion rate is 15%. I use this metric to gauge how well we’re working through the contact list. It helps me see if we need to change our communication style or adjust the sales script.
When conversion drops, I step in. I listen to calls, run coaching sessions, and fine-tune our talk tracks. Sometimes, just adding a phrase about the customer’s personal benefit can boost results. Conversion rate also reveals how the client’s database is changing—and whether our approach needs to evolve with it.
Average Call Handling Time (ACHT)
This shows how much agent time is spent, on average, per call. If calls are too short, agents may be rushing. They might not uncover needs or handle objections properly. If calls are too long, it may signal inefficiency. We set an optimal call length tailored to each client’s database. That way, we balance quality with quantity and keep our conversations customer-focused.
Service Quality Evaluation (SQE)
This metric evaluates how closely agents follow the agreed sales structure. Every month, I personally rate calls using three criteria:
- Is the script followed?
- Is data recorded in the CRM?
- Is a positive customer experience created?
Agents get immediate notifications about their scores. They can listen to the call, read my comments, and improve from there.
Revenue per Sale
This measures how much income comes from a single sale. It helps us see how well we’re conveying the value of the product. When customers use the services we sell, revenue goes up. By comparing month-to-month data, we can give feedback to the client about the quality of the contact list. We also use it to improve agent performance.
Leads to Sales
This is the percentage of leads that convert into paying customers. For example, if 850 out of 1,000 leads make a purchase, the result is 85%. This metric shows how effectively we turn opportunities into revenue.
These KPIs are my daily guide. They give a full picture of our sales effectiveness. That’s why I analyze them constantly. They help me fine-tune the team’s work, adjust motivation strategies, and boost both performance and the customer experience.
How to Increase Sales in a Remote Contact Center?
Success in sales through a call center largely depends on a systematic approach that takes into account the specifics of working outside the office. Based on my practical experience with a remote team of agents, I can identify three key areas that boost sales effectiveness.
1. Training and Development of Agents
To sell effectively, an agent must constantly improve their skills and knowledge. We regularly conduct training sessions via video conferencing platforms. The topics vary from sales techniques to the specifics of the client’s products. We aim to cover the full spectrum of issues that influence the final result. These sessions help the team stay up-to-date with changes in the product line and refine their approach to customer interaction.
For new team members, these trainings accelerate adaptation and increase their confidence in communicating with clients. We also run weekly and monthly online tests to assess product knowledge and understanding of sales nuances. This helps us identify development gaps and address them promptly.
2. Motivation
Working from home can affect employee motivation, so I pay special attention to fostering a positive atmosphere and maintaining team spirit. We regularly hold sessions with a corporate psychologist and informal “Coffee with a Psychologist” meetups, and we organize themed webinars. This helps agents maintain emotional resilience, even when facing frequent customer rejections.
Recommended reading: How to Overcome Stress in a Contact Center?
In my team, we have a reward system that encourages agents to improve their skills through bonuses. For example, those who achieve high performance receive additional bonuses during employee recognition events. Weekly and monthly online meetings help each team member see their contribution to overall success. I highlight the top-performing agents of the day or month. This creates healthy competition and supports a strong team spirit.
3. Technological Support
At Global Bilgi, we actively use automation to free up agents’ time for what matters most—sales. My main tool here is the Sirius cloud contact center platform. It automatically distributes calls, records results in the CRM, and displays real-time analytics. For example, if I see that an agent is making fewer calls per hour, I immediately check in, find out the reason, and offer help if needed.
We’ve also automated routine tasks: after a call, the agent simply selects a status, and all the data is automatically entered into the report. This saves time on post-call processing and allows us to focus more on selling.
Conclusions
Sales performance in a remote contact center relies on three main components: quality training, team motivation, and the use of modern technology. My experience at Global Bilgi shows that a systematic approach to agent development, fostering enthusiasm, and automating routine tasks lead to consistently high results.
A remote sales team is not just a way to adapt to today’s realities, but a powerful tool for business growth. To build an effective team, you need to invest in people: provide them with knowledge, stimulate their development, and ensure technological support. Only then can you achieve the right balance between sales volume, quality, and customer satisfaction—which ultimately leads to increased company revenue.
Global Bilgi is currently one of the leading outsourcing contact centers, ready to help you optimize the processes of building and managing a remote sales team. Want to boost your team’s efficiency and implement the best practices and tools for managing remote sales agents? Leave a request through the Contact Us form—we’ll offer the best solutions for your business!
