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Best Practices LLC has released a scintillating new document regarding performance management for call center executives entitled, “Managing Service-to-Sales Cultural Transformation.” According to Best Practices research, these performance measurement and incentive programs are key and must be flexible and scalable as companies introduce more products and services or business objectives are altered.

Variable compensation incentive plans carefully aligned with the performance measurement system foster and reward desired rep behavior. The report further describes the elements and proper ratio of a versatile measurement system for call centers including performance metrics of sales closes, gross revenue, referrals, profit margins, offer rates, product mix of sales, customer satisfaction scores, and call handle time. In preparing the results, Best Practices studied service-to-sales performance management systems by examining 57 world-class companies in 21 industries and by conducted in-depth interviews with call center executives at Carlson Leisure, GE Consumer Finance, Intuit, Sprint, and Wells Fargo, among others.

The complete study promises coverage all the major aspects of managing the call center service-to-sales cultural transformation under subject headers including Transformational Leadership; Organizational Structure to Enable Performance; Management Activities to Support Change; Training Approaches to Empower Employees; Hiring Strategies for Success; and Performance Measurement and Incentive Systems.

“Managing Service-to-Sales Cultural Transformation” is available at www3.best-in-class.com for the price of US $4,718. Best Practices LLC is a research and consulting firm that works on the principle of “organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class organizations.”