Outbound Sales Measurements

[Saramencia]

Hi All:

I would like to know the Outbound sales measurements you more use in your centers, i know some, i just need to confirm with you if i have left others:

SPH
Contact Rate
Sales Rate
Contact Right Party Rate
Sales to Right Party Rate
Productivity
No Sales Reason
No contact Reason

I will highly appreciate your insights.

Regards,

[ldguru.com]

What software do you use to keep track of all your stats?

[Saramencia]

Hi.

I am not using any software, it is manually.

[sunil_misquith]

Hi Saramencia,

Some of the other key measurements in Outbound campaigns are

1. Contact Penetration
2. Lead Penetration
3. CPH
4. Depletes Per Hour (DPH)
5. Unworkables

[Saramencia]

Hi Sunil_Misquith:

Thanks for your post...could you define them for me...please???

Thanks in advance!

[amitsaha]

hi,

I would like to sunil`s list of metrices that we all have forgotten, dont scratch ur head its simple CONVERSION RATIO ..... this is very important as u know how good ur agent is when it comes to converting the sales out of the numbers that he dials ..... if he aint doing good on it u can pull his ears ..... just joking.... anyways hey we all can keep in touch directly and also thru the post do be free to drop in a line at my email : amitsaha2411@gmail.com Njoy and all the best

Amit

[Saramencia]

Thanks Amit!

[seids]

Hi all !
Will appreciate as much information on this subject as anyone can give me. I am a call center manager( 600 seater ) in the sunny city of Cape Town South Africa.
sseidler@flexicell.co.za
Regards Seids

[Saramencia]

Hi Seids:

The most common metrics used in outbound sales are:


Calls made per hour
Sales Rate
Sales per hour
Leads per hour
Contact Rate
Man Hour
Approval Rate
TSR productivity
Channel productivity

I have been looking for more metrics, but those are the only ones i have collected.

Hope this helps!

Regards,

Sara

[seids]

Thanks Saramencia,
I myself have been batteling to gather more information on this subject but I'm sure these are the basic's needed.
Regards Seids

[AletteTX]

An agent level metric that we find useful is the Sale to Offer Ratio. In order to gauge an agent's selling skills, we defined our Contacts into two categories - Contact (No Offer) and Offer Presented. We hold the agents accountable on how successful they are at converting a Contact, where an offer is presented, into a sale.

[Saramencia]

Very interesting metric!

I have not seen it in my 3 years of experience in TMK...do you think this have been because I´ve been in manual enviroment?

[anagram100]

Hi

are your staff manually dialling out? If not you should measure nusiance calls as well

[Saramencia]

Hi, what is the meaning of that measure?

[anagram100]

Nusiance calls are where the customer picks up the phone and there's no one there to answer the call otherwise known as "silent calls"
Kingston software records this as nusiance calls

Ofcom released new guidelines this year in relation to outbound calling
I found this link that might help:

http://www.mrs.org.uk/standards/down...ialler_reg.doc