telesales team management telemarketing management management training CDs

Nov

Setting up KPIs for telemarketing and telesales personnel

Of course management of teams should be about using a mix of intuitive observations as well as raw statistics. The intuitive bit you get from the well established principle of MBWA – management by walking about. The quantitative bit is fairly straightforward and is based around just 4 key criteria. And if you ensure you look at each of these 4 numbers daily for each of your team, and in depth monthly you will find you’ve got a handle on what you need to know. The CD http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=26 explains this in more detail : how to set it up, what to measure and the short cuts and tricks to help you stay one step ahead of the team.

The 4 key measures are ;

1. How many outbound dials they make per hour (over a given period)

2. How many decision-makers they speak to per hour

3. How many of these decision-makers they convert into the desired outcome (sale, appointment etc.)

4. How many sales/appointments they make per hour

Understanding these numbers will help you with target setting for your team, and it will help you understand each person’s performance profile better (because not every person achieves their results in the same way.) It will also know what to address if somebody is off target and how best to help them