Improving productivity is one of those goals that is always aimed at in a call center, but it is not always an easy goal to achieve. Outbound call centers, more than any other type of business, are subject to continuous variables: high turnover rate, changing india phone number library mandates, the quality of telemarketing lists and much more.
To adequately talk about the hourly output of call centers, we must touch on three important points:
- What are useful contacts?
- What is the yield of useful contacts
- Redemption
Useful contacts
With useful contacts we indicate the number of calls completed by an operator, regardless of the outcome of the negotiation.
Yield on contacts and time worked
The yield on useful contacts can be obtained by targeted messages and content performing a simple mathematical operation, that is, a ratio between the number of useful contacts and the time worked by the single operator. With the operator’s time worked we mean the total time that the operator has spent in negotiation, that is, in a call regardless of the positive or negative outcome. The time worked starts as soon as the user answers the call.
The Redemption
Redemption is another essential parameter switzerland leads for calculating the yield. With redemption we indicate the calculation of the ratio between successful negotiations and useful contacts. You can find this performance indicator in the area dedicated to the operator statistics.
Being aware of these terms makes it easier to work in terms of data collection. To improve the performance of your contact center you should start setting goals and doing data analysis for outbound call centers.
Having a software that constantly helps you keep track of your business numbers, as you have seen, means making your work easier and, therefore, having less stress and more time to dedicate to other activities, in addition to analyzing the call center KPIs.
If you want to work professionally, let’s chat. Book a consultation with crm4!
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