The number of deals is the number of calls that produce any outcome, whether positive or negative. It is a metric to indicate whether your agents are active. This KPI is useful if you have a contact center that works remotely. Managing the productivity of agents from home means using monitoring tools and real-time analysis of what is happening in your call center.
Calls per operator/Number of negotiations
These are separate but related metrics that tell lithuania phone number library the story of an operator’s daily productivity. How many contracts or appointments can they close? With contract analysis you can check the performance of your operators and the number of contracts they have closed, setting the filters you want to apply.
For example, if you wanted to analyze the contracts made in a certain time frame, present in a certain campaign, you could have a detailed report of the work activity.
Additional Operator KPIs
- Useful contacts: we indicate the number travis jacob executive pastor of calls completed by an operator, even if with a negative outcome.
- Percentage of useful contacts on negotiations
- CU Yield (useful contacts on time worked)
- Positive (total negotiations with positive outcome)
- Positive returns (negotiations with positive outcome on hours of presence)
- Redemption (successful negotiations on useful contacts)
KPI COSTS
Cost per acquisition
CPA (Cost Per Acquisition) measures the total cost of achieving a specific acquisition (or conversion) and the resources you are using to convert each lead. The best call centers value CPA because it provides a total view, unlike cost per lead, which is a partial metric. Understanding this metric allows you to:
- Get clear information on which to base bfb directory your reasoning about spending and saving
- Optimize your call center return on investment (ROI)
- Calculate the lifetime value, or the revenue we will make from each lead during the acquisition time.
To improve KPIs, the outbound call center software you choose should have the ability to monitor team performance, automate workflows, ensure headphone listening, manage various requests, and a whole series of statistics functions divided by functionality and tasks: contract analysis, appointment analysis, campaign analysis, negotiation analysis, operator statistics, and agent statistics.
Operator motivation naturally improves if they work with a system featuring a modern and intuitive interface that supports their success.
If your operators are calling consistently, but your Calls per Operator metric is still low, the problem may be with your predictive functionality.
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