The Seven Fundamentals
of Coaching for a World-Class Sales Culture

The world is changing and changing fast for any company relying on customer contact center operations for revenue. No longer can we continue to grow sales with good customer service and an order-taking mentality. We see the key to future success is to develop a world-class sales culture in as many departments as possible.

Overall, it is the customer contact center manager’s job is to drive the sales culture in their department. At Robert C. Davis and Associates (RCDA), we believe there are seven fundamentals of coaching for a world-class sales culture:

What do these fundamentals mean to managers and how they should spend each day? Let’s go through them one by one:

1. Setting crystal-clear, compelling performance expectations
2. Providing timely and meaningful performance feedback
3. Creating an environment of excellent behaviors
4. Transferring essential skills
5. Driving outstanding performance with urgency and motivation
6. Leveraging the physical environment
7. Demanding excellence