Outbound call center are one of the most important aspects to a company’s success. An outbound call center deals with the customers primarily for marketing and sales purposes or conducting surveys. Thus the effectiveness and monitoring of outbound call center processes is one of the most important aspects. The data present with the outbound call centers is highly confidential and has to be kept between the company and the outsourcing partner only.

Outbound call center also performs surveys, reaches out to customers and the potential customers for marketing and feedback purposes. Thus the data at outbound call centers is always of great importance. The outbound call center reporting becomes all the more important for an outbound call center outsourcing service provider as their performance directly influences the revenue of the clients. Thus clients want to avail the best ways in which they can monitor the performance of their outsourcing partner as well as take note of customer reviews, trends and behavior which can help them make strategies for the future growth of the company.

It is hence known to be for the best interest of the outbound call center outsourcing service provider to know the metrics that are important in reporting and take great care in illustrating them in their reports. Here is a list of top 5 outbound call center reporting metrics that can help you perform immaculate reporting to your clients:

Rate of Conversion

The rate of conversion is the percentage of calls that end up providing you with a successful sale or lead generation. A high conversion rate is always good for your company as the cost per sale is low when conversion rate is high but cost per sale is very high if the conversion rate is low which means that the profit margin of your company gets lesser and lesser as the conversion rate lowers.

Rate of Conversion can help an outbound call center outsourcing service provider to monitor whether their services are profitable to them and their clients and also helps the clients to monitor the performance of their outsourcing partner and the profit that they can generate from their services.

Thus it is very important to highlight conversion rate in a report that an outbound call center outsourcing service provider delivers to their clients as well as their own management.

First Call Conversion

The first call conversion is a process where a sale or lead generation is completed and finalized within the first instance of conversation with the customer. This metric varies greatly from business to business and depends on the type of sales pitch and the product that are sold. First call conversion is always a thing of profit for most organizations and drastically reduces the operational cost and the cost per sale.

It is important for an outbound call center outsourcing service provider to monitor the first call conversion rate and provide their agents with a way to optimize their sales pitch in a way that maximizes their chances to score a first call conversion. Although it cannot be determined whether a sales pitch will definitely result in a first call conversion but an optimized sales script that lets the agents tackle a large number of situations can always prove to be beneficial for the company and its clients.

Thus first call conversion is a very important metric to highlight in the report that an outbound call center outsourcing service provider delivers to the clients as well as its own management team.

Number of calls made per record

It is a well-known fact within the outbound call center industry that not all calls are going to convert into sales. Every call made to a customer costs some amount to the company. Thus calls made to a particular record must be minimized so that the profit is maximized. The popular belief that number of sales matters is so not true as the number of sales made in minimum number of calls is the metric that matters which can be portrayed through number of calls made per record.

Cost per record index = Total Number of sales/ Total number of calls

Higher the cost per record index, better it is for the company as well as the clients. Thus a outbound call center outsourcing service provider must always look to formulate ways that can increase the cost per record index by minimizing the number of calls required per record to make a sale. This helps the agents to save their time and also reduces the cost incurred on the company and turns out great returns for the company.

Thus the number of calls per record must be mentioned in terms of Cost per record index to make sure that the management as well as the clients are well aware of the current performance and potential of the outbound call center services and find a way to enhance them as well.

Hit Rate

Hit rate is the number of calls that the outbound call center makes divided by the number of calls answered by the concerned person. Hit rate is normally used to measure the accuracy of data present with an outbound call center outsourcing service provider. The data present with an outbound call center about the prospect customers known as leads is a data that every call center should make efforts to increase the accuracy of. An accurate data can increase the number of sales exponentially for the outbound call center and produce better returns for the company as well as the clients it works for.

In the quest to monitor the accuracy of data, this metric is used and better methods for generating data is formulated and introduced in the system which can increase the sales and obviously the profits of the outbound call center outsourcing service provider as well as the clients that they work for.

Average time for hold on each call

The average time for hold on each call speaks volumes about the customer experience whenever they call an outbound call center as it is the measure of the amount of time that a customer gets stuck on hold whenever they try to reach out to the outbound call center. An outbound call center outsourcing service provider must always look to decrease this metric in order to achieve more success for their clients as well as themselves. No one wants to get stuck on hold while they are in some important conversation. Thus decreasing the hold time on each call can help in establishing trust and goodwill among the customers and the company.

Thus average hold time per call must be highlighted in a report provided by an outbound call center outsourcing service provider to its management as well as its clients. This can be the important step towards the success as hold time is the most common problems that customers have from an outbound call center.

Conclusion

The above metrics when taken care of can skyrocket the revenue of your company with the help of the outbound call center outsourcing service provider single handedly. Thus these metrics should be carefully analyzed and illustrated in the reports that an outbound call center outsourcing service provider sends to its clients as well as makes available to its management team. This can increase trust and bonding between the outsourcing partners as well as allow the management and the clients to formulate strategies that produce maximum returns for them. Thus it is important for an outbound call center outsourcing services provider to take great care in illustrating these metrics in their report and achieve great amount of success for themselves as well as their clients while simultaneously earning a great reputation in the industry.