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Sales Contact Center Metrics | An Introduction eBook from MetricNet

This free eBook is an introduction to Sales Contact Center Metrics including definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed below.

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Cost per Inbound Contact is the total annual operating expense of the Call Center divided by the annual inbound contact volume of the Call Center.

Cost per Minute of Inbound Handle Time is simply the Cost per Contact divided by the average Inbound Contact Handle Time.

Expense as a % of Sales is the Contact Center’s annual operating expense divided by the annual sales volume.

Sales Rep Utilization is the average time that a sales rep spends handling both inbound and outbound contacts per month, divided by the number of work hours in a given month. .

Inbound Contacts per Sales Rep per Month is the average monthly inbound contact volume divided by the average Full Time Equivalent (FTE) sales rep headcount.

Sales Reps as a % of Total Contact Center Headcount is the average Full Time Equivalent (FTE) sales rep headcount divided by the average total Contact Center FTE headcount.

% of Calls Yielding a Sale can be estimated by dividing the number of units sold annually by the total annual call volume.

Average Size of Sale equals the total annual sales volume divided by the total number of units sold annually.

Sales per Sales Rep per Month equals the average monthly sales volume divided by the average FTE number of sales reps.

Units Sold per Sales Rep per Month is the average total number of units sold per month, divided by the average FTE number of sales reps.

Average Speed of Answer (ASA) is the total wait time that callers are in queue, divided by the number of calls handled.

% of Calls Answered in 30 Seconds is the percentage of all inbound calls that are answered by a live sales rep within 30 seconds.

Call Abandonment Rate is the percentage of calls that were connected to the ACD, but were disconnected by the caller before reaching a sales rep.

Customer Satisfaction is the percentage of customers who are either satisfied or very satisfied with their Contact Center experience.

Call Quality – Although there is no consistent methodology for measuring Call Quality in the Contact Center industry, most Contact Centers have developed their own scoring system for grading the quality of a call. Most will measure call quality on a scale of zero to 100%, and evaluate such things as sales rep courtesy, professionalism, empathy, timeliness of resolution, quality of resolution, adherence to the script, etc.

Annual Sales Rep Turnover is the average percentage of sales reps that leave the Contact Center, for any reason (voluntarily or involuntarily), in a year.

Daily Sales Rep Absenteeism is the average percentage of sales reps with an unexcused absence on any given day.

Sales Rep Occupancy is a percentage, equal to the amount of time that a sales rep is in his or her seat and connected to the ACD and either engaged in a call or ready to answer a call, divided by the sales rep’s total number of hours at work (excluding break time and lunch time).

Sales Rep Schedule Adherence measures whether sales reps are in their seats ready to accept calls as scheduled.

New Sales Rep Training Hours Hours is the number of training hours (including classroom, computer-based training, self-study, shadowing, being coached, and on-the-job training) that a new sales rep receives before he or she is allowed to handle customer contacts independently.

Annual Sales Rep Training Hours is the average number of training hours (including classroom, computer-based training, self-study, shadowing, etc.) that a sales rep receives on an annual basis.

Sales Rep Tenure is the average number of months that each sales rep has worked in a particular Contact Center.

Sales Rep Job Satisfaction is the percentage of sales reps in a Contact Center who are either satisfied or very satisfied with their jobs.

Inbound Contact Handle Time for live (telephone) contacts is the average time (in minutes) that a sales rep spends on each contact, including talk time, wrap time, and after-call work time.

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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