Inbound Sales Excellence™

Call centers often yield a return on investment of 20 percent or better—they have such an impact on the bottom line that they are sometimes considered to be profit centers with their own income and growth targets for the top line. Effective use of call centers has enabled organizations to expand the reach beyond traditional marketing tools such as advertising, promotions, and personal sales.

Inbound Sales ExcellenceTM (ISE) is a compelling customer service program that dramatically improves how call center agents create value for organizations. It helps participants clearly communicate their competence and establish credibility with customers, who in turn will be more likely to respond to questions, accept the agent’s recommendations, and remain loyal over the long term.

Inbound Sales Excellence provides your call center agents with the skills to guide the incoming call, discover the caller’s needs, relate those needs to a solution, and finalize the sale.

Program Outcomes

Inbound Sales Excellence gives call center agents the skills to sell in the inbound call center environment. Call center agents are able to control the call and sell, while maintaining a positive relationship with the caller. Wide implementation of a complete Inbound Sales Excellence approach can lead to substantially increased call center sales.

Learning Approach

Implementing Inbound Sales Excellence fits the call center environment by design. It engages the call center managers to gain their support and commitment to coach their agents. Wilson Learning believes that learning must be transferred to day-to-day work practices. To achieve this, Inbound Sales Excellence includes components and activities that enhance Participant Readiness, Learning Transfer, and Organizational Alignment.

Participant Readiness prepares participants for the overall learning experience:

  • The opening module sets the context for learning by establishing the business case for customer loyalty.

Learning Transfer design embeds practice and use of new skills. The learning can be flexibly delivered as a:

  • Two-day face-to-face, application-oriented workshop

All can be delivered in modular format over non-consecutive days to allow application between sessions. This program can be taught by a Wilson Learning facilitator or by an organization’s own leader-trained in-house professional.

Organizational Alignment ensures the learning is aligned and connected to the participant’s job:

  • Checklists and other program resources provide participants with support for skill application and implementation.

As a result of this integrated approach, participants will continue to apply the skills and tools learned long after the learning event is completed.

Enabling Improved Performance

Inbound Sales Excellence can be enhanced by application, reinforcement, and support tools. During the course, participants will be given checklists to support learning and adoption of the skills. These checklists can be used after the program is completed to continue implementation of the methods learned.

To discover how we ensure learning is reinforced and applied for improved performance, read more about our Learning Journeys.


Organizations that implement Inbound Sales Excellence can also access optional measurement and evaluation tools. Wilson Learning will partner with your organization to measure the initial behavioral changes and business results. We will work with you to set up evaluation systems that help improve outcomes and sustain the momentum of your implementation.

To learn more about measuring the impact of learning, visit Measurement.