Hiring the right people is half the battle. Be sure to keep a few things in mind when finding the right phone reps. Hire with passion and skill set in mind. Passion for wine and phone sales experience come across in the call and make customers want to buy.
Coaching and training sales reps is a constant but needs to be changed up. Establishing a script so the rules of the road are in place to start. Then monitoring / listening to their calls so they are corrected when mistakes are made. Champion sales, customer service, and motivational techniques so they develop into a great sales person.
Manage for success. Set goals based on metrics and database availability. Incentivize reps by reaching these goals to create a fun and friendly calling culture.