Telephone service operations have different objectives and focuses. Those who choose to close deals over the phone need to pay attention to sales metrics, in addition to other metrics. They help you chinese overseas america database understand the best path to follow to ensure success.
So, in this content, we have gathered everything about these indicators and how they help to boost the telephone service operation. Enjoy reading!
What are sales metrics?
Indicators are nothing more than a mechanism for checking some action, planning and work. They serve to measure and help analyze possible improvements and the successes of a project. These surveys are usually found within the marketing areas, but they are not exclusive to this sector.
So, for those companies that focus on turning opportunities into business over the phone, they also need to track sales metrics. By creating and monitoring them, it is possible to segment audiences, measure results, understand exactly the return on each investment, and much more.
Some of the valuable information that can be extracted from surveys are: “What is the customer conversion rate per salesperson?”; “What is the average purchase value per customer?”; “What is the acquisition cost per customer?”; and much more.
Therefore, it is essential to understand sales metrics in order to apply them during day-to-day processes, ensuring more assertive strategies and scaling your company's business.
All this data will help your management to optimize sales area results and solve the main operational problems.
Top examples of sales metrics
So, for them to serve the purpose of helping you understand, measure and improve your telephone service operation, learn what the main sales metrics are and how each one works.
1- Average Ticket
One of the best-known sales metrics is the average ticket. It is used to identify how much a customer spends, on average, in the company. In other words, this indicator can be used, together with other strategies, to offer more complete and robust solutions, with the aim of solving real customer problems. And, consequently, it will help to increase the average ticket of the customer with the company.
In addition, it is possible to use this KPI to measure the average ticket of each salesperson. This allows you to know which of them obtained the best results and how. Thus, with this analysis, the formula for success can be replicated for other agents.
2- Cost per Customer Acquisition (CAC)
Customer Acquisition Cost (CAC), also one of the most well-known sales metrics on the market, is created to find out how much a company spends on each consumer. The opposite of the average ticket, CAC is used to analyze whether a new customer, or those already in your base, can actually provide some profit for the business.
With the necessary understanding of this metric and reducing customer costs whenever possible, when consolidating business, there are more resources left over to invest in innovations and more robust solutions, such as a cloud platform , for your telephone service operation.
3- Conversion rate
The conversion rate is nothing more than the measurement of how many leads turn into customers. This is one of the sales metrics that appear at the end of the lead's journey with the company. Therefore, it is one of the most important indicators that will evaluate and inform whether your sales strategies and actions are working well.
Therefore, it is essential to offer good customer service from start to finish. This way, the customer will feel more open, more included and will create a good relationship with the company. This way, the chances of converting this lead in the last stage are even greater, consolidating the sale.
4- Number of open opportunities
The number of open opportunities metric is the measurement of how many potential business opportunities, prospects , are being contacted by the sales team. This indicator is important because it helps to better understand whether the plans made for sales actions are generating positive results. In addition, it helps to know whether the number of open opportunities is sufficient to make sales.
The number of opportunities is not always the same as the number of sales. Often, the number of the first indicator is much higher than the second. The reason for this is linked to the fact that most prospects are not ready to become customers yet. To do this, you need to nurture them with content so that, when they feel ready, they can purchase your product or service.
Furthermore, with this indicator, you will be able to know whether contacts made by telephone are being effective and assertive in creating a good relationship with potential customers.
5- Number of completed opportunities
This is a complement to the metric above. Therefore, the number of completed opportunities will indicate how many prospects became customers at the end of the purchasing journey. Just as important as the indicator of open opportunities, this KPI will also highlight the mistakes, successes and improvements of all the actions taken to win over the customer, throughout their journey with the company.
This way, it will be easier and clearer to understand whether the sales that your operation makes over the phone are being successful.
How do sales metrics help scale service?
Sales metrics are excellent mechanisms to help scale your telephone service operation because, with them, you can know which improvements should be made and which techniques are positive and should be maintained.
The indicators show the behavior of customers, leads and prospects, your agents, actions and projects and your own business. All of this helps to maintain good performance in your customer service operation.
These 5 examples of indicators are enough to start analyzing the operation and applying improvements, but management needs to keep an eye on other KPIs , from other areas that complement sales, so that success is guaranteed in its entirety, not just partially.
Telephone service operations require constant and d
