Hi Everybody,

 

In an Out Bound Calling Center, where the Calling agent is required to pitch for selling the products to a customer over the phone, how should the productivity be defined? Should it be either of the following or a mix or something else:

 

1. no. of calls made in a shift per caller

2. no. of leads generated per day

3. ratio of no. appointments sought by field force/ total leads generated

4. Final Conversion rate

5. Revenue generated on conversion

6. Total Talk time/ day

 

Your views invited,

Shalini

 

Hi Shalini,

 

It could be either option four if the Agent is making a sale on the call or Option two if the Agent just generates the lead and finally leaves it upto the team in the field to close it. Furthermore it would most often come from the client what he/she wants from the vendor. Even other options could be used as the pointers that will show a positive or a negative relation impacting or not impacting the agreed Service level.

 

My views above could be irrelevant due to inexperience, however i would atleast want to add whatever value i can.

 

Thanks & Regards,

Zahoor Sofi

Hi Shalini,

 

I am new to fraternity and hence the delay in this post. I would say we have to look at both Productivity (Output Per Manhour) and Efficiency (Probability of Successful Strikes yielding Revenue) as the base for this question. I am from a BPO and understand the billing process for callers. I feel that in order to ensure RoI on callers, we have to set certain targets both in terms of productivity and efficiency.

 

For Productivity, we can have compliance to daily targets. This will only ensure that the stipulated calls per day has been made, nothing else.

 

For Efficiency, I suggest a Minor Market Research on the product and the targeted population to study their buying behavior and their demographics which will enable us to identify "Whom we should call and Whom we should not". This will save a lot of time and provide a lot of clarity on our calls.

 

Other things like Total Talk Time/Day and Ratios Sought etc will be encompassed in the productivity targets itself. The final objective is to secure a higher revenue which I believe can be attained by market research and sampling.

 

Hope my perspective holds good.

 

Thanks

Arvind N

Hello Everyone,
 
Given below are the best strategies for improving the productivity:-

• Healthy competition within the organization
• Multi-channel across the board
• Implementation of CRM Software Program
• Ensure Managers are hands-on
• Allowing them to work from home
• Listening to all the Employees in the Call center Industry

 

Thanks and Regards
Nancy Grey

Dear Shalini,

 

I would agree with Arvind. It seems that the best idea will be to have two different metrics or name the metric as Sales Conversion. Connecting sales to the term productivity may be a misnomer for some and may lead to confusion.

 

Productivity may be defined as (if this metric really matters) = No of Outbound Calls  per logged in hour

Sales Conversion = No of successful Sales/Total Number of Outbound Calls dialed successfully