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when a tech business needs sales executives or any human effort to acquire a user, margins shrink to a certain extent - conversions could improve a little but quality, miss-selling opportunities, and average response time increases You are in a disaster business if you need human effort to acquire a user and make them perform their key activity again ( basically your activation cost becomes super expensive) I think another big failure with this behavior is, that cross-selling and up-sell become so hard, ideally, cross-selling and upselling only exist where there is high engagement At my stint in PW, 60%+ of our sales used to be counseling-led, and there were courses with a different proposition and price points but we had to use counseling efforts to sell courses worth 4000 INR. When your sales become mostly operational there are more operations required to make sure they are efficient, You will have to pay them good salaries and align incentives. derive quality metrics and optimize those metrics ( average response time, average sales time, lead to sale %) Build a knowledge base and update it consistently Build an organizational structure of Senior managers, managers, assistant managers, team leads, and analysts Do quality checks and assurance, have higher NPS Importantly you are cracking numbers/sales With this operation-led sales process what happens is that 50% of leads generated in a lead gen campaign are of no use, consumers don’t lift your call or say not interested in the first second If you get 5% conversion in sales for consumer products that is a great number - % could vary for other industries/segments