Outbound Strategies (1,010 words)

At Moore Medical Corp. in New Britain, CT, inbound and outbound TSRs are seated next to one another. The seating arrangement allows outbound reps to share their more in-depth product knowledge with inbound TSRs when needed. It also lets outbound reps assist with heavy call volume during peak times.

Ronald Floormann Jr., director of sales and customer support, says the arrangement reduces turnover in TSRs, which is important given the estimated year-and-a-half training curve for new employees.