All too often, the frontline salespeople tend to make exceptions to company policies and procedures. This also happens in call centers where exceptions are regularly made. This is not abnormal. However, there should be guidelines even for the exceptions. Frontline interactions with customers or prospects may need more flexibility than there exists within a company’s policies and procedures but have limited means of expressing suggestions to senior management that will actually yield the implementation of the suggestion within the process. These challenges, among others, can be solved with the right governance system. That provides access to all frontline people to suggest new ideas or changes to corporate business rules. Let's give a voice to the frontline people and let us show you how.
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