Business to Business Metrics - Help!

[Dan Reynolds]

I currently manage a group of 50 Outbound Business to Business agents. The majority of our business is lead generation and appointment generation along with some database and survey work. I am unable to find other Call Center who do similar work. I would like to ask about how they measure Time Management, Productivity and Success Rates. I would like the opportunity to visit other CC's and share idea's as well. If anyone could help me out or point me in the right direction it would be greatly appreciated. Thanks

[Thomas Williams]

In regards to tracking Agent Prodcutiviy, Time Management and success rates, you will have to either develop a "Score Card" which emcompasses the various reporting tools to extract the data you will need in one place or manually pull the pertinent data from various resources to determine those things you listed in your note.

Those areas to pull data would be:

ACD (Automated Call Distribution) This feature reports the log in/log out time, number of outbound calls, Avg handle time of calls and total staff time on phones and etc by agent name and agent ID.


Workforce management Tool (IEX, TCS , Blue Pumpkin or spreedsheets). This tool creates and assign employee schedules that best meet your call time needs.

The Predictive dialer should assist you in determining the success rates, which I assume are the number of calls that actually get answered by Business you are contacting and or the amount of business or sales produced from this call. Hopefully this information is tracked in a database or spreadsheet.

Once you have identified the necessary areas that housing the unique data, you can actully extract from these various databases to determine the effectiveness of your agents.

If you have addtional questions, give me a call

770-974-1820