Who are our most efficient Telemarketers/inside Sales Reps?

Can you easily report on your staff's activity within your CRM system and overlay it with call data from your phone system?

To build an answer you first have to determine what efficiency means to you. There are many indicators that could be used and your organisation will likely want a combination of those most relevant to you.

• Number of calls per hour is commonly used as an indicator but does a high number always imply a good rate of work?
  • If it's a high number are they waiting long enough to get through to the decision maker or moving on to the next contact too quickly?
  • Are they neglecting any data cleansing activities which should be done concurrenctly. For example removing contacts that have left the company or updating their details.
• Average duration of calls
  • Are they sitting on hold or spending too long on an IVR (Interactive Voice Response) unnecessarily?
• Number of activities within the CRM system
  • Does every activity follow a call where appropriate, have they really attempted to reach a contact or have they just flagged that they have?

ProvenWorks are experienced in building systems to answer all of these questions for a variety of different businesses.  Contact us to discuss how we can help you do the same.

Useful Links and Further Information

Telephone Systems (PBX) generally output call logging data in a format called SMDR see http://en.wikipedia.org/wiki/Call_detail_record.  ProvenWorks have experience of writing Windows Service applications that connect to PBX call logging interfaces and record the data to a database for reporting, Contact Us for more information.

ProvenWorks can build a bespoke Management Reporting Platform which takes your telephone system data, overlays it with your CRM data and presents it in an easy-to-read fashion which can then be re-run at the push of a button