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| General Discussion The CallCenterOps Forum allows you to seek the advice of other knowledgeable call center professionals. Post your call center related question and contribute your opinion to others seeking advice. (No advertising is accepted - posts will be removed.) |
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02-18-2004, 10:38 AM
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SPH benchmark for telemarketing
Hi all, I would like to know the standard sph.
I have been told that 1.6 is the standard, but i find it too low. Appreciate your insights, 
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02-19-2004, 05:51 PM
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Like nearly every discussion about standards or benchmarking, your results will depend. What are you selling/trying to achieve? What's the offer/price? Is it a good list? How tight is scripting? Is there historical info available? etc. etc. I have witnessed campaigns with an sph of 2.0 that were unsuccessful and others with 0.2 that made lots of money.
Clint CallTech Communications 402-486-4608 csesow@calltech.com
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03-19-2004, 03:44 PM
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I have worked withmore than 30 Outbound Telemarketing Projects. I totally agree with Clint.
There are times when you will find your client asking you to achieve a very unreasonalbe SPH. Lead lists quality, targeted population, product or service that you are selling, price competition of your product, and your dialer management is a critical concern.
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Thanks & Make it a Great Day! Habeeb Mutahir Operations Manager TeleTech India P:866-655-0730 C:+91-98108-09452 E:habeeb.mutahir@teletech.com www.teletech.com
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