Do you know the true potential of your outbound call center? We wonder if you’ve ever wondered, but we’re sure you could get even more if you start monitoring and analyzing your call center data. In this article, we want to talk to you in detail about how to choose the metrics on which to base your call center data analysis in order to improve the latvia phone number libraryperformance, efficiency and productivity of your business. If you measure and understand how to interpret your KPIs in relation to each other, you will have the means to strategically guide your call center towards growth.
What are the metrics to analyze in an outbound call center?
OPERATOR KPI
Talk time is a key KPI when we look at agent how do you learn to use salesforce? productivity. During a campaign we need to consider the average talk time. If you track it regularly, you will notice when the talk time is higher than average. And it could be useful to understand why an agent needed to have longer conversations. It is true that the common practice is to make short calls. But before jumping to conclusions we recommend you look at the conversion rate. If it is high, then it is perhaps worth it, even necessary. There are types of businesses and offers that need to be explored in depth and people have the right to be sure before signing a contract.
Average conversation time
In a call center the costs are constantly monitored, so switzerland leads checking the average conversation time is useful if the operator spends a lot of time talking to the user without getting sales because it shows if there is a waste also in terms of money.
A well-written sales script can make a huge difference in guiding agents through the conversation. Outbound call centers convert more leads when agents know the right thing to say at the right time.
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