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I agree with Wanda (change that name!), but if hiring a staff is not feasible, then I would look to the sales staff for their suggestions.
I would do a roundtable with the sales team and lay out your issues---not in an accusatory way, but in a problem-solving mode. "We need to service these customers too. It's a struggle to get it done. What can we do to resolve this?" Use probing questions to get past the initial "I would rather take a 'live up'" to find out why. Even if that's everyone's thought, they need to understand that the phone/internet customers are also vital to the business, so they need to help you fix the problem (why have phone/internet access if they don't get service?)
Some other suggestions:
In general, sales people like face-to-face interaction so getting stuck off the floor doesn't motivate them. If they work commission or quotas , can you get permission to give a higher commission for sales over the phone or internet?
Do you have anything for them to do if the phone doesn't ring? Boredom might be an issue. Make sure you have things to keep them busy and standards for what they need to accomplish during their time in the "sales center". If you give out internet leads, do you require them to follow up while they are in there or is it left up to them? Do you have processes in place for what they are supposed to do with the internet leads? If they are bored, it just leads them to believe more strongly that they should be on the floor selling.
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