![]() So if 10 customers show interest in answering a survey or buying a product out of 100 prospective customers contacted by the call center, then the conversion rate is 10%. This KPI measures the number of leads that actually show interest in moving to the next stage compared to the number of leads that are contacted by agents. This KPI is measured in lead generation campaigns by the outbound call center software. ![]() ![]() This KPI also helps in staffing and resource utilization based on the call volume and performance of agents. The agent occupancy rate is calculated by calculating the time spent by agents over call, this includes talk time and hold time. This is another important KPI measured by the call center that helps in defining and improving agent productivity and performance. In simple words, agent wait time is the idle time of an agent after completing a call before receiving the next call to attend. If the wait time is high, then you need to use another dialer. The best auto dialers help in reducing this wait time. In an outbound call center, an agent can achieve maximum productivity only if the agent’s wait time can be reduced. It shows the effectiveness of the contact list you have.įor example, if your call center has 300 contacts, but only 60 attended the call, then your contact rate is 20%.Ī majority of call centers invest in the best outbound call center solution, so it can maximize agent productivity. It shows the number of leads that actually got connected and responded to your call compared to the total number of lead contacts you have. So let’s explore the major KPIs that all call centers using an outbound dialer software solution must measure. If you are interested in measuring general KPIs that each call center must measure, then our blog post on this topic is here. This blog is going to share must measure KPIs if you are using an outbound call center solution and running outgoing campaigns. While running call center campaigns, it is necessary to measure the effectiveness of these campaigns by monitoring major KPIs. The outbound call center software empowers call centers to run different outbound campaigns. However, modern call centers are not limited to handling inbound calls, they manage outbound calls for collection, survey, feedback, lead generation, and several other aspects. This has been one of the biggest job areas of BPOs and call centers that offer this service. ![]() Generally, call centers are considered as customer care centers that attend inbound calls from customers and resolve their concerns. ![]()
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