Afternoon all,
I am currently due to be taking on a new Customer Service Advisor in a small centre. They are being employed to make outgoing calls to customers when we generally just take incomming calls. I need to set a call target but not sure what sort of numbers I should be looking at. Any advise would be gratefully recived
It is hard to say exact numbers as it all deends upon your dialling technology and the get through rates.
The old rule of thumb for sales calls was 100 sales calls made and 25 conversations per day. However answering machines have made it more dificult to get through to the right person.
You also need to be careful of do not call lists such as the telephone preference service.
With dialling technology that could rise to 50+ conversations per day.
What sorts of calls are you making and what is the average duration?
Hi
If you have the relevent information, segment your data. Before 18:00 call older people who are more likely to be at home as not only is it very demotivating to get endless ringtones or answering machines all day, any service levels you set will be shot to pieces.
Good Luck
Sue
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