There are many indicators for evaluating the success of inbound and outbound contact center programs. However, one of the best and most efficient ways to gain insight into performance is reporting. Data enables organizations to gain critical insights.
Each metric included in the report helps assess the overall effectiveness of the programs, teams, and team members.
Quality Contact Solutions relies on data to help guide our decisions. We use multiple data points to evaluate the success of our inbound and outbound programs. Each key performance indicator plays a part in helping us understand in real-time what’s happening.
Accurate and timely data is critical for making intelligent business decisions. Conversely, we know that anything but high-quality and accurate data hinders our team’s ability to deliver on our clients’ objectives. Therefore, we take pride in the accuracy and quality of our report data.
Key Reporting Metrics for Outsource Telemarketing
While each call center has its way of measuring performance, there are common standards for metrics and KPIs in the call center industry.
As a general rule, the key outbound outsource telemarketing metrics to measure and report on are:
- Sales
- Refusals
- Contacts: Sales + Refusals (or positive outcomes + negative outcomes; does not include unworkable/voids)
- Sales per hour (SPH)
- Hours
- Sales Conversion %: sales divided by finalized contacts
- Net List Yield %: sales divided by finalized total list size
- List penetration %: finalized records divided by the total list size
- Call disposition details: the result of the phone call that tells us what happened. For example, not interested, sale or wrong number are typical disposition codes.
See our glossary of terms for a comprehensive list of definitions and commonly used language in outsource telemarketing.
These metrics are essential to analyze your program’s overall health and performance. In addition, using a standardized report template like the outbound marketing report is helpful for both program managers and clients.
They each can review it and see how their marketing program is progressing. With such a report, they come to a better position to devise sales strategies and make decisions for their campaign. In addition, should there be issues with program performance, the report makes it possible to determine at a glance where to start addressing those challenges.
Elements of an Effective Report Template for Outsource Telemarketing
Below is a sample of an outbound daily report template from Quality Contact Solutions. We customize and track the metrics that matter to our clients because we understand how essential building a pipeline of new customers is.
The report is informative and straightforward. It is also easy to read and not clouded with redundant information.
Keeping track of daily sales calls can be problematic. With this format, it makes viewing data daily, weekly, monthly, or any combination, very simple.
The template is flexible, easy to use and format, and exceedingly powerful.
A standard outsource telemarketing report template that you can easily modify to any campaign’s needs helps our team be efficient and effective.
We can add new elements and features to address user requirements and the growing business of each individual client.
You can view our Inbound Sample Report and Appointment Setting Report Sample at these links.
Outsourced Call Center & Telemarketing Solutions
There are several reasons organizations turn to outsource telemarketing. Working with a partner can be a cost effective alternative to handling these efforts internally. It also relieves a burden on internal teams to focus on items most important to your business, while knowing your telemarketing efforts are in good hands.
Quality Contact Solutions is an expert in outsource telemarketing and a PCI Level 1 service provider. We provide proven leadership to ensure that each outsourced program receives the greatest pricing, service, and performance possible.
If you’re interested in learning more about how an outsourced team can assist your organization, give us a call at 1 (866) 963-2889 or request a customized price quote by clicking the button below.
Learn More About Our Telemarketing Services
It’s easy to get a quick price quote specific to your project from our team of experts.
Melissa Oberle is a Client Services Specialist for Quality Contact Solutions. Melissa takes pride in creating meaningful, insightful reports for both internal staff and clients daily. With more than 10 years of experience in call center reporting and related responsibilities, she ensures that information is available as needed to make critical business decisions to ensure each QCS client gets the maximum Return on Investment from their call center and telemarketing budget.
