When you're trying to make sales over the phone, your first objective is to actually make contact with your leads. That's why your contact rate is an important metric to track for sales success. The contact rate is basically the ratio of leads on your list to conversations that were carried out. If your contact rates are not as high as you'd like, you can start increasing them by making the calls appear local. After all, studies show that people are around four times more likely to answer their phone when they see a local number, so using a tool like Local, State, and Group DID matching can boost contact rates.
Another way to improve contact rates is to use a predictive dialer. This tool can increase call center productivity by as much as 500 percent. Not only does a predictive dialer tool enable agents to save time by not dialing each number by hand, but it also automatically skips bad numbers for them. This means they spend less time waiting for people to answer and more time talking to leads. This alone can boost those contact rates, which is important if you want more sales success.
Conversion Rates to Valid Prospect
Another metric to track is the conversion rate for turning potential leads into valid prospects. Essentially, when your agents are able to get leads to show some sign of interest, you want to track that, because it's a sign that what you're doing is working. This metric basically tracks the calls that result in a positive result, whether it's collecting additional contact information or getting leads to fill out a form online.
It's important to track this type of conversion rate for each agent, not just for your company as a whole. This is because you want to keep track of which tactics work and which agents are most effective. Luckily, you have access to some useful call center tools that will help you document this conversion rate. For example, CallTools offers Live Agent Monitoring, which lets you supervise calls live. There's also real-time Reporting, which makes it easy to track all call data as it happens.
Conversion to Sold Customer
While it's important to track the rate at which your business converts potential prospects into valid prospects, it's also crucial to keep track of the conversion to sold customer. This metric is simple. It compares the number of phone calls to the number of sales. This is one of the outbound call center metrics that is most likely to have a major impact on your bottom-line.
Fortunately, the conversion rate is easy to track when you use the right call center tools. Just as with some of the other outbound call center performance metrics, you can track the conversion rate with the help of Live Agent Monitoring and Real-Time Reporting, which work together to report the performance of both agents and the company as a whole. This way, you can identify which agents are your best salespeople and whether you should provide additional training to your team.
Average Talk Time
As you might guess, average talk time provides an average of the amount of time your agents talk to leads. It's important to track this because you need to know if it's time to add or reduce the number of employees you have, or even provide more training if the average talk time is not where you'd like it to be.
The real-time reporting feature from CallTools can help you track metrics like this one. And if you find that you're not happy about the average talk time for your agents, note that using a predictive dialer will help. After all, this tool will track the average talk time to determine when to dial the next number and get your agent speaking to the next lead as soon as possible. When your agents don't have to deal with the possibility of dialing numbers that are no longer in service, or getting sent right to voicemail, average talk time will improve pretty fast.
Peak Hours to Get First Contact
Part of improving sales is figuring out which hours provide the best chance of contacting leads. Once you start tracking what the peak hours are, your agents should have better success with their contact rates and even their conversion rates. Plus, you'll know how to staff your call center appropriately so you have enough agents working during peak hours.
When you use the right call center software, determining peak hours is easy. Tools like real-time reporting can keep track of how successful agents are at getting in touch with leads, which should tell you which times of the day are best for calls. The result is a more productive call center.
If you're interested in learning more about call center tools that will help improve productivity and overall sales, contact CallTools today to request a demo!