GRIST’s Top 10 sales contact centre insights
Every year GRIST assesses the needs-based selling capability of 60+ contact centres across different industries, ranging from banking and insurance to utilities. The research investigates how consistent, engaging, and compelling sales teams are and identifies the Top 10 performers for the year.
Methodology
The research starts with GRIST “customers” making phone sales enquiries to contact centres. The customers act as warm leads looking for help and guidance to move ahead with a sale.
GRIST analysts then assess these sales conversations using a framework of 70 sales micro-behaviours that have been proven to correlate with sales outcomes and improved customer experience. Analysts look at the number of times each contact centre demonstrates key micro-behaviours, and rank companies based on that frequency.
Learn more about GRIST’s Behavioural Analytics unit.
The Customer
Friendly
Switched-on
Happy to be led through the sales conversation
Ready to buy
Not combative
Not asking curly questions
Results
The research provides insight into the current trends in sales interactions. It identifies the micro-behaviours that separate the top-performing sales teams from the rest, and compares cross-industry performance.
2020: Top 10 Sales Contact Centres
Congratulations to Energy Australia, winners of GRIST’s 2020 Top 10 Sales Contact Centres. Energy Australia shows us what good looks like: empathetic, friendly, helpful and professional.
Learn more about GRIST’s 2020 Top 10 and what these contact centres did differently below.
2019: Ethical selling and building trust
Winner: nib
What do those mythical ethical selling conversations actually sound like? GRIST showcases the conversation micro-behaviours that can delight customers, shareholders and the regulator alike and help to build trust.
2018: How to create defining moments
Winner: nib
Our research shows that defining moments are few and far between. Creating these magic moments can be a key differentiator in highly competitive markets. Hear from a sales leader who’s had great success building a coaching-for-results culture to drive enviable conversion rates.
Want to know how your organisation stacks up against the GRIST Top 10?
Get your own Top 10 Comparator Report
GRIST’s Top 10 Comparator report takes 100 of your sales and/or service calls, assesses them against the Top 10 customer conversation micro-behavioural framework. Your report shows you the gaps and strengths you have in your customer experience conversations, and highlights what to do with them.
Want to be there for our next results announcement?