Although the use of chatbots for telemarketing is becoming more and more common. The truth is that there is nothing as effective as human contact to successfully complete purchasing processes. There are many reasons: proximity of the voice. Naturalness or personalized treatment. Among others. To provide a successful telemarketing service. It is necessary to measure and for this we need KPIs for the telemarketing strategy.
A KPI is a specific metric. A measurable value that shows how to avoid work stress in a contact center effective a specific company.Department or agent is. In this case, applied to telemarketing.
As with other types of strategies. It is necessary to measure. Monitor and analyse the performance of the actions carried out. This involves checking that the agreed objectives are being met. That is why, in today’s post we will tell you which are the 5 most important KPIs in your telemarketing strategy.
Why are metrics important in telemarketing?
The importance of identifying and monitoring the KPIs of the telemarketing strategy lies in the fact that it is the only way to check whether the objectives are being met. In addition, making the right decision about using the KPIs that best suit each business will help in the performance of the telemarketing strategy.
However, if you decide to apply KPIs to your telemarketing strategy, we cell phone database recommend two things. First, that you use them frequently and second, that you adapt them to your daily work execution. Simply knowing what they are and what they are used for is not enough.
The 5 most important KPIs for your telemarketing strategy
Before we start with the 5 most important KPIs for your telemarketing strategy, you should know that their choice and use depends largely on the type of business model in which they are applied. In this case, these are the most important KPIs for a telemarketing strategy, but they are not the only ones.
Customer experience . Customer experience is more important than ever when we talk about telemarketing and we must keep it in mind. The better the customer experience, the greater the probability of loyalty and retention, generating new leads, increasing the average ticket, etc.
That is why it is so important to measure customer satisfaction using tools, forms or satisfaction surveys, to collect and present opinions as a measure of satisfaction.
Churn Rate. Churn rate is a metric that measures the percentage of customers who end their relationship with a company, measured over a specific period of time. This KPI is also used, for example, in email marketing and is known as Churn Rate .
Call quality. It goes without saying that poor telephone customer service leads to a poor customer experience and, therefore, a poor image of the company. We are not only referring to poor customer service, but also to mobile number list issues such as a poor telephone connection, delays or not correctly applying active listening in customer service.
Analysis of average customer handling time (AMT). AMT is a very comprehensive indicator and has numerous uses, from assessing customer service levels to measuring the number of calls made and is related to customer satisfaction levels and the efficiency of first contact resolution (FCR). First Contact Resolution Rate (FCR).