| Summary: | 碩士 === 世新大學 === 企業管理研究所(含碩專班) === 97 === This study aims on how call centers in the financial industry are trained to sell products proactively, in addition to providing customer services.
As the financial industry and the market evolve, it is a definite trend for companies in the industry to sell cross-industry products. Their call centers at the same time are forced to change from a cost unit to a profit unit. In order to understand this change and create a study with useful information, we have conducted a case study that focuses on a financial industry call center that undertakes selling tasks, with its customer service representatives and training providers as subjects.
Firstly, through literature review, this study identifies the functions and sales potentials of a call center that undertakes selling tasks. The new selling tasks require new or modified training programs. Secondly, through interviews and questionnaires, this study examines the sales training programs of the subject call center, and also identifies that the new selling tasks indeed impact both the training department and the trainees. Finally according to the conclusion of this study, suggestions towards the sales training and training execution for call centers are made. It is hoped that this study can be beneficial to those who participate in sales training for call centers, and helpful to maximize the value of the training programs.
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