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Products & Services Human Resources Performance Management Measurement Developing Measures

Measuring Call Center Sales Performance

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ID: 4748


Features:

Metrics, Graphics


Pages/Slides: 24


Published: Pre-2014


Delivery Format: Online PDF Document


 

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"Measuring Call Center Sales Performance"


Study Overview
Measuring sales performance and especially, integrating Process Excellence & Six Sigma into day-to-day sales operations is a challenge all organizations face. This cross-industry study benchmarks the output levels, tools and indicators leading companies use to measure the performance of their call center sales and service/sales agents.

To help companies achieve call center sales excellence, "Measuring Call Center Sales Performance" reveals data on sales operations, performance measurement and training. For example, the following metrics are revealed in this survey:

Key Metrics

  • Cost-of-sales% by sales channels
  • Average sales price
  • Target average annual compensation
  • Average speed to answer
  • Average call handling time
  • Ratio of dedicated quality monitoring personnel to sales agents
  • Total time spent on formal training

Key Findings
  • The vast majority – 82% -- of companies that have integrated a Process Excellence or Six Sigma initiatives in their call center have realized some or great benefit. Companies that have realized great benefit from their quality initiatives tend to have tools and dedicated personnel to monitor quality.
  • More than 70% of the benchmark class has a call handling time of greater than 4 hours. Companies that deliver desktop training find their call handling time is on the higher end: typically 5-8 hours for inbound & service/sales & 4-6 hours for outbound.
  • Value-Added Resellers do not play a significant role in the overall benchmark class, but may be important for certain industries. For example, 67% of benchmarked IT companies find VARs useful. Other channels used include: Direct Mail, Distribution and Hosted Solutions.

Methodology
This research originated from a Best Practices, LLC Internet Benchmarking Exchange that was conducted for a Global Benchmarking Council member.

Industries Profiled:
Transportation; Manufacturing; Utilities; Financial Services; Consulting; Computer Software; Telecommunications; Insurance; Computer Hardware; Computers; Technology; Chemical; Electronics; Service; Retail; Distribution; Medical Device; Education; Professional Services; Biotech; Health Care; Diagnostic; Pharmaceutical; Clinical Research; Science; Internet; High Tech


Companies Profiled:
Aboitiz Transport System; Ergotron; Energex; First Premier Bankcard; Delta Air Lines; First Sun Consulting; Crest Healthcare; Imlogic; Emirates Group; Hartford; Central One; Intuit; CUNA Mutual; Manitoba Telecom Services; CariZMa FZ LLC; Merastar Insurance Co.; Dell Computer; Mphasis; ContentCare; Nalco; Brady; Nationwide Insurance; Carlson Companies; Old Mutual Group; Bose; Primavera Software; Carlson Leisure; Principal Life; BI; Telecom New Zealand Limited; ASB Bank Ltd; Xerox; Acteva; Allstate Insurance Company; American Express

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Participating Companies

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