Effective Telemarketing Team Management Strategies
Posted: Sat Dec 07, 2024 8:40 am
The phone kept ringing. We got lines on the phone and customers waited several minutes to speak to a representative. Supervisors are handling brief calls, and in some backrooms a quick training session is underway with a team of newbies working to answer all the calls. Management has been watching asa grow rapidly, service levels have declined, and I don't even want to discuss abandonment rates. On the positive side, the occupancy rate is great Let's go Command the battle station, command the hatch, and for the love of all things sacred, let's read this book in advance.
Does this sound familiar to anyone? Anyone who works with inbound bahamas phone number library telemarketing services or uses outsourced telemarketing knows these situations and knows that it takes careful planning and a lot of effort to ensure that this is the anomaly and not the norm. So how to solve this problem? The answer I give you is indicators. Study them; look at your history, then plan based on your historical data. Focusing on metrics is critical to the success of any inbound telemarketing company, but many companies struggle with which metrics are the most important to focus on.
Let’s take a moment to discuss some key metrics to focus on and how they really make a difference. The Most Important Inbound Telemarketing Service Metrics Service Level/Occupancy - By definition, service level is the percentage of calls answered within a specific time frame target that your organization deems appropriate. Most people use the percentage of calls answered in seconds or less. While this is definitely the most popular guide, that doesn't mean it's correct. Because service level goals can drive many other behaviors and goals in your business, it's critical to consider many different aspects when deciding what's right for your organization.
Does this sound familiar to anyone? Anyone who works with inbound bahamas phone number library telemarketing services or uses outsourced telemarketing knows these situations and knows that it takes careful planning and a lot of effort to ensure that this is the anomaly and not the norm. So how to solve this problem? The answer I give you is indicators. Study them; look at your history, then plan based on your historical data. Focusing on metrics is critical to the success of any inbound telemarketing company, but many companies struggle with which metrics are the most important to focus on.
Let’s take a moment to discuss some key metrics to focus on and how they really make a difference. The Most Important Inbound Telemarketing Service Metrics Service Level/Occupancy - By definition, service level is the percentage of calls answered within a specific time frame target that your organization deems appropriate. Most people use the percentage of calls answered in seconds or less. While this is definitely the most popular guide, that doesn't mean it's correct. Because service level goals can drive many other behaviors and goals in your business, it's critical to consider many different aspects when deciding what's right for your organization.