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Track These KPIs and Learn How to Increase Sales Call Volume [VIDEO] - Callbox - ContactCenterWorld.com Blog

Track These KPIs and Learn How to Increase Sales Call Volume [VIDEO]

Telemarketing still pretty much remains a numbers game.

To deliver results, calls need to be made at scale.

Not convinced?

Let’s do the math…

Let’s say your funnel looks like this:

 
15% of contacts you reach are decision makers
 
 
25% of decision makers contacted become qualified leads
 
 
50% of qualified leads become sales-ready
 

 

If you want your reps to meet 20 opportunities,
you need to call up over 1,000 prospects.

Keep in mind that’s all based on some pretty decent conversion rates.

If those percentages go down,
you have to call more contacts to hit your targets.

That’s why you need volume to get results.

To manage and improve sales call volume,
keep a close eye on these 4 crucial metrics…

#1 Calls Per Hour

  • This shows you the average rate an agent/rep places calls.
  • High calls-per-hour numbers are generally a good sign.
  • But when this metric is too high, it indicates low-quality conversations.
  • So, don’t look at this metric by itself.

#2 Average Call Length (Average Talk Time)

  • This indicates how much time an agent/rep usually spends on each call.
  • You want to keep average talk times below some threshold.
  • But very low call lengths can also mean low-quality conversations.
  • To understand this metric, also look at script complexity and amount of admin work required.

Related: 5 Data-backed Tips for Better Phone-based Sales Presentations

#3 Occupancy Rate

  • This is the ratio of time spent on calls versus time spent between calls.
  • It tells you how efficiently agents/reps use their time.
  • Occupancy rates greater than 1 indicate agents are spending more time calling than not calling.
  • If it’s below 1, it means something is keeping an agent preoccupied between calls.

#4 Calls Per Record

  • This shows how many times an agent/rep dials a record, on average.
  • It tells you how persistently agents pursue each contact.
  • Keep in mind that it takes up to 18 touches to reach a lead.
  • So, always be sure this metric is flashing on your dashboard.

Related: 5 Winning Sales Cadence Examples (and Lessons to Draw from Them)

To start managing your sales call volume, keep track of:

  • Calls per hour
  • Average talk time
  • Occupancy rate
  • Calls per record

 

 

Source: https://www.callboxinc.com/telemarketing/track-kpis-learn-increase-sales-call-volume-video/

Publish Date: May 17, 2018 5:00 AM


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2.) 
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eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

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Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

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Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 



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Track These KPIs and Learn How to Increase Sales Call Volume [VIDEO]May 17, 2018 5:00 AM
‘Don't Talk With Your Mouth Full!’ and Other Sales Call Tips from MomMay 10, 2018 5:00 AM
4 Sales Call Rapport-Building Techniques That AI Can't Yet Do [VIDEO]April 10, 2018 5:00 AM
6 SMART Calling Essentials For Better Telemarketing ResultsApril 4, 2018 5:00 AM
The Digital Marketer’s Guide to Telemarketing Performance MetricsMarch 7, 2018 5:00 AM
5 Data-backed Tips for Better Phone-based Sales PresentationsNovember 10, 2017 5:00 AM
What Makes an Outstanding Telemarketing Campaign [for All Types of Industry]October 11, 2017 5:00 AM
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