Do we want to set appointments by phone? Do direct sales? Conduct business email list surveys? Only serve customers who call? Who do we want to contact? These questions and their answers will go a long way in helping you target your calls, as well as setting KPIs to measure. These Key Performance Indicators will serve as the basis on which you will be able to measure business email list the success of your outbound calling strategy. Using KPIs is linked to monitoring calls, a service already offered together with contact call centers . Thanks to these tools we can business email list get the most out of our calls and consequently, our company.
In addition, with the collection of this data, it will be possible business email list to obtain the necessary information to make the appropriate changes to improve. Learn more about call center software We adapt to the needs of each company and work so that business email list you can optimize and gain efficiency in your communications Find out more you have doubts KPI's to measure the calls of your contact call center Average processing time (duration of all calls/total number of calls made). Refers to business email list the average amount of time an agent spends on phone calls, including hold or transfer time.
A long average call time can be a sign of poor closing skills business email list or insufficient understanding of the product. Conversion rate (number of sales made / total number of calls made). Conversion rate is a measure of how effectively agents are able to attract customers business email list and close a sale for the business. Closure of the first call (number of closures in the first call made/total number of calls made). A high first call close rate points to the fact that agents are business email list selling effectively. Occupancy rate (time spent making calls vs. time spent not being available).