Sales Performance

SALES process IN CALL CENTERS
Christian Dagenais
A Thesis
In
The John Molson School of Business
Presented in Partial Fulfillment of the Requirements
For the gradation of Master of Science (Administration) at
Concordia University
Montreal, Quebec, Canada
November 2011
© Christian Dagenais, 2011ii
CONCORDIA UNIVERSITY
School of receive Studies
This is to own that the thesis prepared
By: CHRISTIAN DAGENAIS
Entitled: SALES PERFORMANCE IN CALL CENTERS
and submitted in partial fulfillment of the requirements for the breaker point of
M.Sc. (Administration)
complies with the regulations of the University and meets the accepted standards with
respect to originality and quality.
Signed by the final examining citizens committee:
Darlene Walsh Chair
Bakr Ibrahim Examiner
Devasheesh Bhave Examiner
Linda Dyer Supervisor
Approved by ________________________________________________
Chair of Department or Graduate Program Director
________________________________________________
Dean of Faculty
Date November 10
th
, 2011iii
ABSTRACT
Sales Performance in Call Centers
Christian Dagenais
While extensive research has been make on sales public presentation, few studies have
examined sales action in margin call centers.



Despite rapid growth in the use of call centers as
sales & merchandise tools in Canadian companies, research into antecedents of sales performance
in this type of environment has not evolved at the same pace.
This thesis pass on examine antecedents of sales performance in call centers from the
perspective of the sales call center employees growth within the organization. Beginning
with gladness with selection procedures, this study will trace the call center employees sales
performance through organizational commitment and tenure in determine to identify possible
antecedents of their sales performance.
The study involved examining satisfaction with selection procedures organizational
commitment, tenure and sales performance, within...If you want to stop a full essay, order it on our website: Orderessay



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