Telemarketing Operations Manager
Posted: Sat Dec 07, 2024 6:43 am
Key metrics include: sales, sales conversion rate, sales per hour, contacts, contacts per hour, leads finalized, leads finalized per hour, list penetration, dials, dials per hour, Average order size, average call time, average handling time, cost per sale, and rejection reasons. Outbound telemarketing managers and those in the outsourced telemarketing services industry often make the mistake of not stating and communicating what the key performance indicators are. The problem is that it’s nearly impossible for teams to focus on multiple KPIs. I've heard telemarketing project managers say "the most important KPI of all metrics".
This approach is not advisable because the team's austria phone number library attention may be distracted while they are working on the plan. At worst, some key performance indicators may be inconsistent with others. Here are some examples. Some metrics affect other metrics. A higher telemarketing sales conversion rate may result in fewer contacts per hour. The reason the number of contacts per hour may be lower is that it takes longer (on average) to lock in a sale than to process a declined deal. The average processing time for a sale may be a few minutes, while the average processing time for a rejection may be a few minutes.
The higher your sales, the lower the number of contacts you will typically see per hour. Higher average order volumes may also result in fewer contacts per hour. If your telemarketing sales agent upsells and cross-sells during the call, this should result in a higher average order size. Upselling and cross-selling take time and add to the handling time of that call. Likewise, the larger the average order size, the lower the number of contacts you will typically see per hour. A higher number of dials per hour generally correlates with lower number of contacts per hour.
This approach is not advisable because the team's austria phone number library attention may be distracted while they are working on the plan. At worst, some key performance indicators may be inconsistent with others. Here are some examples. Some metrics affect other metrics. A higher telemarketing sales conversion rate may result in fewer contacts per hour. The reason the number of contacts per hour may be lower is that it takes longer (on average) to lock in a sale than to process a declined deal. The average processing time for a sale may be a few minutes, while the average processing time for a rejection may be a few minutes.
The higher your sales, the lower the number of contacts you will typically see per hour. Higher average order volumes may also result in fewer contacts per hour. If your telemarketing sales agent upsells and cross-sells during the call, this should result in a higher average order size. Upselling and cross-selling take time and add to the handling time of that call. Likewise, the larger the average order size, the lower the number of contacts you will typically see per hour. A higher number of dials per hour generally correlates with lower number of contacts per hour.