![]() ![]() Your agents, your leads, and the cost of the dialer are the major numbers in determining your cost per acquisition. The smartest path to lead efficiency is to really understand what’s going on with those leads by persistently monitoring real-time reports that show you specific, active lead metrics. They’re making strategic decisions about how they’re operating their call center, but they don’t have the whole picture. Unfortunately, many contact centers don’t measure CPA – they only look at it on a cost per lead (CPL) basis. “The best in class contact centers focus on their cost per acquisition at a lead vendor level, and how much revenue comes out of those leads. We’ll finish up with some Versatile KPI Reporting Tools we recommend. While not a comprehensive list, these results driven KPIs give you the tools to improve outbound dialer metrics and agent performance, which you can effectively monitor in your customizable dashboard. From enterprise scale to 25 agent businesses, and from in-office centers to virtual call center ops, it all comes down to data analytics. Now let’s look at some key outbound call center metrics used by the most successful operations. You need to determine the right types of KPIs that are relevant to your unique operation (e.g., Lead to Transfer Rate, if you do transfers] this may mean customizing reports with filters. There are KPIs (say Agent Talk Time) that need to be viewed throughout the day, averaged over time, and in relation to Number of Sales/Transfers/Conversions and Number of Calls. Some metrics should be analyzed over time-your historical metrics reveal trends over a day, a week, a month, a quarter. Some call center performance metrics should be monitored in real time throughout the day. This is true whether you use a predictive dialer, a power dialer, or another dialing mode. ![]() If you routinely measure and understand how to interpret your KPIs in relation to one another, you’ll have the means to strategically guide your call center operation toward growth and profitability. ” The relationship of performance metrics and analysis The way he puts it, “ There are a variety of KPIs and they’re all really valuable to the ultimate profitability of the business. He lives and breathes KPIs and all things call center analytics. John Gallagher, CEO of lead gen consulting firm Thrive Marketing, is a numbers man. They’re making decisions based on inaccurate or insufficient information. Unfortunately, this may skew their perspective of what’s really going on. With so many variables, some call center admins rely on only a few simple outbound call metrics. ![]()
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