Doing activities aimed at strengthening motivation, problem solving, listening, tone of voice can be winning cards. Knowing how to use technology is another key element. It happens that you use multiple call center software or change them during the process. The team hungary phone number library leader could illustrate the new platform to their operators in order to make the most of the potential of the chosen CRM. All these elements influence the productivity of the call center .
Operator Idle Time : How much time is an operator idle (e.g. on break, waiting time to receive calls from predictive);
- Peak traffic: identifies the period (hour, day of the week, month) in which the user is most likely to have contact with the operator.
TECHNICAL KPIs:
- Time lost due to technical problems : measures people think that talking on the phone is a natural action the total downtime due to technological problems (software, internet connection, PC and other types of infrastructure).
COST KPI:
- Cost of Acquisition per New Lead (CPA) : How much does it cost to get a lead, how much does it cost to sign a contract, how many resources are you using to convert leads;
- Cost of telemarketing lists : analyze the email leads database quality of the lists purchased. Are they profiled? Useful for the business I am proposing? How many contacts, appointments and contracts can I get from a list?
- Cost of VoIP and the software used: are there any unnecessary fixed costs?
- Cost of training operators: after training your operators, have you noticed an improvement in your telemarketing and teleselling activities?
STEP THREE: ANALYZE THE DATA
After collecting the data, a reasoned analysis of the numbers and calculations must begin, but also of other less measurable elements. Optimizing the performance of an outbound contact center must pass, first of all, through the analysis of the call. Here are some questions you can ask yourself during the analysis phase:
- Is the script effective?
- Is the offer unclear?
- Were the operators adequately trained?
- Do the operators know well the product or service they have to offer?