Sales is a numbers game in more ways than one. The amount of data that one salesperson can generate – let alone an entire sales team! – can be staggering.
More, though, is not always better.
When it comes to your team’s key performance indicators, or KPIs for short, things can get out of hand pretty quickly. Revenue, cost per lead, conversion rates, engagement; the options are pretty much endless. Which is why it’s important to focus on the handful of KPIs that, when monitored, provide the most insight into how your business and sales team is performing.
Let’s look at five KPIs your team should be tracking, if they aren’t already, and why.
If you’re not tracking this key indicator… you’re probably about to go out of business! Not to be obtuse, but tracking revenue is, for most businesses, the single most important indicator of the company’s health. For sales professionals, this boils down to tracking the revenue their activities and closed deals generates.
Keeping your costs low isn’t always the best way to make your customer acquisition process more efficient.
By looking at Customer Lifetime Value, you see what value your team is getting from each long-term customer relationship. You can use this information to hone in on the channels and strategies that land the most valuable customers.
This sales-specific figure shows you how many leads are coming into the sales department each month. You can use this to identify slow times, boom times, and hone in on what sales professionals are pulling in the leads versus who might need a boost.
Leads are great and all, but only if they end up turning into paying customers, right?
The rate at which your leads convert into paying customers is your conversion rate, and is a very strong indicator of a variety of things, from how truly “qualified” your leads are, what sales professionals are having the most success converting leads, and what characteristics define a qualified lead.
Just like it’s great to have leads only if they end up turning into customers, it’s only great to have customers if they stick around! Your customer retention rate reveals what portion of your paying customers stay, what portion bounce, and strategies that work to keep customers coming back for more.
One search online generates dozens, even hundreds of suggestions for KPIs you need to pay attention to. Stick to the ones listed above, though, and you’ll have a firm grasp on the health of your sales department and your organization as a whole.
To better track these KPIs in your Salesforce dashboard, install something like our sales acceleration tool. You can meet and beat your KPIs by end of year.
Publish Date: June 28, 2016 5:00 AM
Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.
Agents can also manage their scheduling need...
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.
Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
|6.)||Lieber & Associates|
Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.
There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
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