Tracking key performance indicators (KPIs) makes it possible for you to determine whether your call center meets its goals. When you fall short of goals, you can adjust your approach to reaching clients to improve your KPIs, making your business more profitable and attractive to clients.
KPI metrics can also help you protect your outbound phone numbers from getting flagged. Start paying closer attention to the following seven KPI metrics so you can prevent your numbers from getting blocked and reach more consumers.
1. Connection Rate
Your call center’s connection rate equals the number of calls answered divided by the number of calls your representatives placed. For example, if your team places 100 calls and 20 people answer, you have a 20 percent connection rate.
If your connection rate starts to fall, it could indicate that your number has been flagged, and people do not want to answer your calls. Pay close attention to the connection rates of specific agents and phone numbers. If a specific number’s connection rate plummets, it has probably been labeled by a call-blocking app or carrier.
2. Lead Conversion Rate
The lead conversion rate indicates how many calls you must place before you close a sale. If your call center converts one lead for every 10 calls placed, you have a 10 percent lead conversion rate.
Lead conversion rates will dip when your agents cannot reach potential customers. Some people will still answer even when they get calls from flagged numbers. They will feel hesitant when speaking to your agents, though, which makes it more difficult to close sales.
Monitor your lead conversion rate to notice dramatic changes.
3. Contact Rate
Your contact rate is the number of people who answer and respond divided by the total number of leads on your list. A low contact rate could mean that you have a bad list of leads. Outdated leads might mean your agents waste time calling disconnected or reassigned numbers.
A low contact rate could also mean that your agents are using tainted numbers to call leads. If your number shows “scam likely” on someone’s phone, they probably will not answer.
You can’t know for certain whether a low contact rate comes from a bad call list or flagged number. When you see the rate fall, look at other KPI metrics to help you determine the problem.
4. Average Talk Time
Ideally, you want your agents to close deals as quickly as possible. That way, they can move on to the next contact on the lead list and make more sales.
If your agents use a flagged number, it will take them longer to convince potential customers to buy items and services. After all, the leads want to make sure you aren’t trying to scam them.
Watch this KPI to keep your interactions short and effective.
5. Calls per Agent
Monitoring your number of calls per agent benefits you in several ways. When you pay attention to this KPI, you can determine which agents are working hard and which are slacking on the job.
Knowing your calls per agent can also help you improve conversions and avoid flags. Call-blocking apps and service providers often monitor numbers to see how often they make calls. Using the same number too many times in an hour or day increases the risk of that number getting flagged.
When you see a high number of calls per agent, you need to make sure you swap numbers to avoid flags.
6. First Call Close
A great lead list should improve your agents’ ability to close sales the first time they reach out to potential customers. Your first call close rate shows how frequently agents make sales the first time they contact leads. An excellent lead list certainly plays a role in reaching a higher first call close rate. Flagged numbers, however, can make it next to impossible for even the best sales representatives to close deals.
A low first call close rate doesn’t necessarily mean that you have flagged numbers. That situation becomes more likely when you look at the rate over the course of your campaign. If you see the first call close rate drop at a specific point during the campaign, that point probably indicates the approximate time your number got flagged or labeled.
Your numbers can get flagged from dialing too heavily at the beginning of a sales campaign. Try to mix the numbers frequently so they don’t get noticed by service providers and call-blocking apps. If you do see your first call close rate plummet, assign new phone numbers to your agents immediately. When the rate improves, you know that you had flagged numbers pulling your conversions down.
7. Call Quality and Etiquette
Agents using flagged numbers will often get poor call quality and etiquette scores. Imagine the difficulties they face just trying to get customers to listen. Many of the leads will sound adversarial and angry from the moment they answer. They already feel like your call center wants to scam them, so they respond defensively.
Call center agents need to remain calm and charming even while people hurl insults at them. Most agents get stressed by the conversations, so they can respond by sounding upset or tense. Not surprisingly, the call quality degrades quickly, and sales numbers drop.
Don’t automatically assume that calling agents are adopting bad attitudes just because they get low call quality numbers. A labeled number likely means that they’re fighting uphill battles while trying to remain as calm as possible.
Gain Clearer Insights Into Your Numbers’ Health
Tracking these KPI metrics can help you make educated guesses that can lead to higher conversions and fewer labeled numbers. The KPI metrics will not, however, give you definitive answers.
Learn more about the health of your outgoing numbers with Caller ID Reputation.
Caller ID Reputation lets you monitor all of your numbers to avoid flags and labels. When apps and carriers give your number a erroneous label, our tool will let you know so you can stop using that number immediately.