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.  

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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.

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Learn more about GRIST’s 2020 Top 10 and what these contact centres did differently below.

Each year GRIST runs a project to identify Australia's best - most consistent, engaging and compelling - contact centre sales teams. This year, the reigning champion has been toppled with new company and industry taking out the top spot. There were also some new entrants and surprises for some industries. Peter Grist, Managing Director, and David McQueen, Senior Partner at GRIST, talk through The Top 10 survey insights into current trends in sales interactions with new customers, and identify what micro-behaviours separate the top-performing sales teams from the rest. We also hear from our winners about how the embedded the micro-behaviours into their business and embarked on their 3-year journey to #1.

2019: Ethical selling and building trust 

Winner: nib

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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.  

Who are Australia's best - most consistent, engaging and compelling - contact centre sales teams? Join us as we announce who's made the cut. Based on GRIST's behavioural analytics data, we'll share what these top-performing sales teams do differently - including insights that you can take back to any sales role and incorporate straight away for improved results.

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. 

We introduce the best performers and shine the spotlight on what sets them apart; look at which companies have maintained their edge since last year, and compare cross-industry performance - taking into account the various regulatory requirements that we know can impact the quality of a sales conversation. We highlight the micro-behaviours that correlate to successful sales and customer outcomes, and 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. 

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