B2B. Outbound Sales. What would you target the agents on - "talk-time" or Amount of Calls? Also what would your measurements be?
Not sure there is a need to reinvent the wheel, but keen to understand what benchmarks other organisations use.
Expected "talk-time" per day????
Call Centre Helper Forum » Call Centre Management
(5 posts)
James I only manage a small team 4 staff and measure them purely on results at the end of the month.
For you it really depends on the size of your target market as to what you can reasonably expect people to achieve. Anything from 40 calls a day if you require a large amount of research to 150-200 calls a day if you simply have a list of names that you want call.
I hope this helps.
Jason
Posted 1 year ago
James, you should target your agents for sales!
I would suggest to measure a number of parameters:
* amount of successful calls (closed deals)
* amount of answered calls
* talk-time + wrap-up time
Of course, when you make outbound sales, you should count how many sales your agents do. This is the most important one.
Then you should collect the average figures for amount of calls and talk-time for the group of agents.
Then you compare the efficiency of each agent with the average ones. If the difference is great - it requires additional investigation for this specific agent.
Additionally you should constantly monitor:
* time between calls (max values should be analyzed);
* wrap-up time (max values should be analyzed);
* efficiency of database – for cold calls.
In my understanding the work load of agent on outbound project should be between 70-85%. Meaning that 70-85% of working time agent is either talking or in wrap-up mode.
Posted 1 year ago
excellent feedback - thanks
Dimitry - would this ? activity assertion be purely based on B2C sales?
We are B2B, and the nature of our business is not one where you would nortmally expect a "sale" on the call - rather a commitment from our clients to recommend our products to their clients. (Perhaps a quote. ). You see our "clients" are not the "end" clients. Nonetheless, you have given me some great food for thought!
Posted 1 year ago
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