Here are ten key measurements that will help you improve your phone sales success:
Keep track of all costs incurred in telemarketing, including those which aren't concrete, such as time invested. Calculate telemarketing ROI every 4-6 weeks to allow sufficient time for collecting data and allowing for measurable improvements.
2. CRM Software
Customer relationship management software is a key component in measuring your way to success in telemarketing. You can take digital notes on contacts within the software. Most importantly, it can help you measure close ratios and your total number of contacts.
Monitoring how many calls are being made allows you to keep track of activity level and momentum. Set goals for yourself or your team to always be increasing their call numbers. You can also assign a quality score to the call and measure your average over time.
4. Total Decision Makers
In B2B phone sales, the goal is to directly communicate with decision makers. The fewer hoops you have to jump through, the better. Tracking how many decision makers you speak to helps you to measure how successful you are at getting past gate-keepers and how many new opportunities you are making each month.
5. Direct Decision Maker Conversations
This metric differs from total decision makers because you're tracking how many conversations you have with the same person. Remember, sales and relationships usually improve the more conversations you have. Keeping track allows you to determine the effectiveness of callbacks and the frequency.
6. Decision Makers Per Hour
Measuring your performance on a per hour basis does two things. First, it helps you know how efficiently you are using your calling time. Second, it can help assess your ability to pass the gatekeepers. However, take into consideration when a decision maker isn't in the office often.
7. Telemarketing Appointments
Keep track of telemarketing appointments booked and those that are carried out. Make sure you are always hitting your numbers minus all cancelations. Set a goal for yourself to improve it each month.
8. Time of each call
Record how much time is spent on each phone call. This can help in multiple ways because you want to be sure you are being respectful of people's time as well as your own. Are you keeping interested prospects on the phone longer than needed? Alternatively, are you wasting too much of your time with people who are clearly saying no?
9. Telemarketing Appointments Per Hour
You need to calculate how many telemarketing appointments are booked per hour or some other outcome. Some bmanagers will find they need to monitor telemarketing appointments per hours or days instead.
You might not have thought to track how often you reach voicemail, but it's also an important metric for improving your telemarketing. If you reach voicemail too often, you should try calling at different times during the day.
Key performance indicators will help you determine whether or not your company is succeeding at phone sales. They alert you to problems early on, show you where you are excelling, and help you to continuously improve your results.
Walking Fingers Telemarketing has implemented successful phone sales campaigns since 1999. Contact us for an expert assessment of your telemarketing return on investment.
Call 866-205-2268 or send an email to firstname.lastname@example.org.