The conversion rate represents the percentage of outbound calls that result in a sale or a confirmed appointment. Here are the 7 KPIs This KPI is essential for evaluating the effectiveness of the sales team and individual operators or agents in the case of telemarketing and appointment-making activities. A high conversion rate is a sign that operators and agents are achieving their goals and closing deals successfully.
How to increase it:
- ongoing training : ensure that advertising data your salespeople are solidly trained in how to handle objections and close a sale;
- Optimize sales scripts – Use proven scripts that encourage action and address customer needs;
- use Automation features : evaluate other channels besides the telephone. Sending messages on WhatsApp, for example, increases the opening rate up to 80%.
Average Wait Time
Average hold time is how long agents have to wait before being connected to a user. Too long a hold time can frustrate agents and lead to a poor user direct marketing on the internet: how to increase sales experience. The goal is to minimize this time to improve call center efficiency, increase calls, and therefore sales opportunities.
How to reduce it:
- Optimize operational flows : use call center software with advanced Predictive Dialer like that of CRM4 for intelligent management of calls and resources. With CRM4 you can customize the speed of call routing by choosing between four modes : moderate, progressive, fast, ultra;
- training and proper resource allocation : Make sure there are always enough operators to handle the call volume. You can get help routing calls from automated calling tools like crm4 bot that calls for you.
Call Abandonment Rate
Call abandonment rate is the percentage of calls that are dropped by customers before they are answered. A high abandonment rate can be a sign of a number being reported as spam.
How to improve it:
- check if your number is in spam, with line data crm4 SPAM ALERT we notify you when your number ends up in the blacklist;
- change your number, increase your answer rate and keep making your calls;
- do not engage in illegal telemarketing;
- change your VoIP number when your number is considered spam;
- Make your number contactable if people try to call you back by having an auto-responder .