According to all call centers, “If you can’t measure it, you couldn’t able to manage it”. It is one of the bitter truths behind all Business Process Outsourcing companies. There are several key metrics which are normally used for outbound telemarketing services offered by the call centers. The quality and the productivity by the agents play a major role and this is all about outbound performance metrics.
With this metrics clients can avail the complete statistics of manual
dialing and automated dialing by the agents. Apart from these, the performance
metrics include the list of effectiveness, typical measures of various sales
lead programs and complete productivity. Call centers obtain this information
on regular basis and use for day to day use. The reports are generated on daily
basis, weekly basis, quarterly basis and monthly basis. It helps to keep the
process continuing with achieving great level of performances.