Do you want to improve the performance of your contact center, but don’t know where to start? What if we told you that you should start setting goals and doing data analysis for outbound call centers? In this article, we will explain everything you need to consider to keep track of your activity, collect and analyze the data you need to increase results.
Working as a call center is not just about looking for iran phone number library mandates, telemarketing lists, selecting operators and starting to call. There is much more complex management work that we recommend you do if you have the ambition to become an important reality in the world of contact centers, if you want to increase your sales and earn more and more with your business.
FIRST STEP: SET YOUR GOALS
The first thing you need to do is set goals. There can tips for effective telemarketing be many goals, so for each of them you need to ask yourself these questions:
- What results do you want to achieve?
- What do the results you obtain allow you to do?
- How do you want to measure the data?
- What means, tools, resources will you use to achieve the results?
- For each result to be achieved, is there a team responsible for achieving it?
- Have you set deadlines?
- Who will analyze the data and over what time frame?
Setting goals provides a compass to guide you. Make sure you inform all those responsible for managing the progress of your activities.
SECOND STEP: CHOOSE THE PERFORMANCE INDICATORS
Once you have clearly outlined your goals, you can email leads database start talking about defining KPI parameters. KPI is the acronym for Key Performance Indicators, in Italian key performance indicators and they are essential to understand which direction your business is taking while the whole team does its work towards achieving the set goals.
Here are the KPIs to keep in mind:
CALLED KPIs:
- Number of Calls : Calls made in a given period for each campaign;
- Call Duration : How long does a call last on average;
- Calls Waiting: How many calls are waiting to be answered.
- Redemption: is the ratio between negotiations with a positive outcome divided by the useful contacts (those who answered the phone both positively and negatively). In this way you can calculate the operator’s performance.