The Best CX Is Derived From the Best Sales Leadership

While a lot is being said about customer experience in 2022, and how it is the single most compelling dynamic in driving success, what would it look like if we pulled back the CX curtain and took a deeper dive into the elements that go into building a powerful platform that supports exceptional customer experience? That’s right – we would be looking at the human factor.

A customer experience program is only as good as the people that deliver it. Period. The skills and experience of your CX teams will determine the quality and effectiveness of your CX activities. What should we be looking for when identifying the best candidates to support this critical endeavor? Loosely speaking, those with “sales experience” will be best suited to mastering this role. This type of experience is built through varying amounts of time spent by individuals in the pursuit of persuading others to make a purchase. These specialists can come from extremely diverse industries such as insurance, retail, travel, real estate, event promotion and more.

So let’s consider some of the personality traits that make for the best sales agents:

  • Goal-oriented – these pros will be able to identify specific benchmarks they’re working toward, along with how they plan to achieve those goals.
  • Resilient – considering that rejection and difficult customers are unavoidable in the world of sales and customer service, it’s important to remember that the best agents don’t take things personally, but simply adjust their strategy accordingly. These people are, in fact, motivated by the word “no”.
  • Accountable – superstar agents hold themselves accountable at every step. They take responsibility for their contributions, even if that means admitting failure.
  • Curious – the best agents become invested in getting to know their customers as individuals with unique needs and pain points. Focusing on this quality alone can develop exceptional sales and CX merits.
  • Outgoing – This position demands interaction. People who genuinely enjoy meeting and talking to others will thrive in a CX environment.

At the end of the day, the ideal sales or CX professional will have above-average skills when it comes to problem-solving, negotiation, communication, empathetic listening, and goal setting. Whether the area is B2B sales, inside sales, outside sales, inbound sales or outbound sales; or whether we’re talking about CX specialists, this skill set will be an obvious trait exhibited by these specialists. Where should your business be looking for this type of professional?

To answer that question, look no further than one of the leading BPO outsourcing companies. Winner of multiple business awards in the business process outsourcing field, Anexa has two decades of expertise and dedicated teams of specialists. Whether your needs are sales or customer-centric with tech support, social media management or marketing campaigns, or non-core business processes that include back-office solutions, Anexa has a team for that. We also consider the critical personality traits of sales and service pros when curating our teams. These bilingual (English and Spanish) agents understand the critical importance of consistently delivering a great customer experience. They provide knowledgeable, personalized service and solve problems quickly.

Have questions? Reach out today for information on how Anexa can support your post-pandemic business processes.