But the question that arises here is “How do outbound call centres maintain their productivity all the time?” After going through several industry reports, we have finally found the answer to this question, and it is ‘KPIs (key performance indicators).’

Well, there are several KPIs that every outbound call centre tracks to improve the productivity levels, and some of them are:

[if · Conversion rate.

[if · Calls per record.

[if · Average hold time.

[if · Abandoned call ratio.

[if · Hit rate.

Today, we are going to explain top 3 metrics that matter most to outbound call centres:

1. First Call Close

The first call close (FCC) is one of the most important metrics because it shows the number of sales that telesales agents have successfully made in their first attempt. With the help of this metric, outbound call centres check whether their agents would achieve the set performance targets by the end of the month or not.

In the business world, it is believed that the continuous decline in the FCC rate could lead to the downfall. That’s why outbound call centres take the following measures so as to put the brakes on the decreasing FCC rate.

[if · Automatic dialler system gets used in order to prevent the manual dialling errors.

[if · Scripts get streamlined so that telesales agents can have a meaningful dialogue with prospects.

[if · High incentives get offered so that agents try hard to achieve the sales targets.

2. Average call length

Usually, telesales agents are supposed to have an effective conversation with potential customers so that the sales of products get increased. However, when telesales agents spend their most of the time on a particular sales call, business’s productivity suffers. It is so because spending more than enough time on one particular sale call often results in the wastage of time and resources.

Here, the average call length metric comes to the rescue as it tells the average time that agents spend on a telesales call. To improve business growth, it is extremely important to decrease the average call length. For the same reason, telesales agents are told to remember the following tips:

· Avoid using long phrases during the interaction with potential customers.

· Explain only those benefits that could really grab the attention of prospects towards products.

· Prospects’ questions should be answered to the point so that call duration doesn’t increase.

3. Occupancy rate

Another crucial metric that every outbound call centre tracks is ‘Occupancy rate.’ This metric shows the time that telesales agents spent on calls versus the time that they utilized in doing non-productive work. This KPI plays a significant role in measuring agent’s overall productivity.

Outbound call centres always strive to keep this metric stable because if the occupancy rate decreases to 70%, the productivity levels are more likely to drop.

On the flip side, if the occupancy rate reaches 85%, the problem of high agent turnover rate could arise, which again isn’t good for the business’s overall health.

Wrapping up:

In today’s hyper-competitive world, companies avail services from outbound call centres so that business could be expanded easily. With the help of this blog, we have explained top 3 KPIs that outbound call centres track in order to deliver phenomenal services consistently.

So, stay tuned with us to read more interesting business-related write-ups.

Thanks!!

Read Also: A few KPIs of the outbound call centre in UK