No matter what type of Contact Center you are operating,  there is always some aspect of sales.  Customer service centers are looking to upsell and cross-sell, outbound centers are looking to sell.  How do you get your associates to do this the right way without having your quality drop?In Episode 43 of the Geek!, we introduce the concept of the "ERQ" which stands for "End Result of Quality" and is how we make sure that all sales are done the right way in our call center.We also look at all the key KPIs you need for your sales programs bit it inbound or outbound.Join the Advice from a Call Center Geek texting community! Text us at 814-247-0366 and you will be able to have direct access to us for any call center ops question. We will also be sending out exclusive call center ops content to all community members.We will NEVER attempt to sell you anything nor will we sell your data. All this is, is another way for us to be able to help you with your call center operations questions.