This document investigates a few significant metrics that are distinctive to the outbound call centre.
Online-to-Schedule [OLTS]:
The mathematical recipe for this metric is the number of minutes an executive is logged-on versus number of minutes that he or she is scheduled to be logged-on. This metric fail to reflect the breaks that are taken off-schedule; relatively it is going to focus on the entire time an agent is logged on to the automated dialer and ready to take a call. It does not comprise on not-ready, make-busy and logged-out functions but does comprise on talk time, idle time and post-call wrap-up and this "Scheduled meetings" do fail to have any negative impact on the statistics. Generally the best in
outbound call centers set their target of OLTS at roughly 90%.
Total minute spent in delivering Vs cost of payroll:
This is supposed to be accurate Profit & Loss measure particularly for the outbound call centers. Here the mathematical formula is total minutes that are being spent in delivering speech or talking to a client against the total cost of payroll. The whole thing is integrated in this statistic, counting with "absenteeism", "meetings" [scheduled or unplanned], "vacation", "lateness", and so forth. This formula specifies how much you are paying as in salary costs against the number of minutes as an agent is verbal communication with a live client. It is not compulsory that this statistic could be handled in seclusion.
Sales-per-Hour:
The method for sales-per-hour is the Number of sales per day or number of agents or the hours worked by agent daily. It is therefore vital to look at four different metrics. These are like "connection", "contact", "sale", "sales to lead" collectively in a more easy way than in isolation of each other. Organization any one of them in isolation may recommend the incorrect thing the lowering down of sales does not signify poor performance. Here there are some definition of those term used.
Connection: It denotes when the "predictive dialer" usually found a live voice which may or may not be the right client.
Contact: After confirming the connection by the agents and classifying the call as a Right Party Contact , the Right Party Contact usually finishes the interaction settling down to a final decision [yes or no].
Sale: A sale is made when The Right Party Contact has previously accepted the offer as presented.
Sales to Leads: This is delineated as a net sale against the total number of records expected
The purpose for calculating the three metrics on a "per hour" basis is to make sure that the statistics are properly understood.
The measure of File Penetration:
File penetration measures denotes the Number of client records that are closed against total records received. Closed status is as the same as penetration and actually determined by the following. The client may take either a yes or no decision; or it may revel like that "wrong client phone number"; "client will be absent for extended time"; "client deceased"; etc. The significance of access is cost based. For every client name in a campaign, there is a hard dollar cost that is usually attached to generate that name. The overall definition of a closed record is a record of an individual that an agent / centre will not make any attempt to get in touch with again.
Abandon Ratio:
A true outbound abandon usually happen when the predictive dialer attaches with more live clients than the available agents. The client is supposed to hear a computerized salutation and be solicited to hold for a live voice. A client that hangs up during this time is considered to be an 'abandon'. It is recommended by the industry standard not exceed a 5% abandon rate. However, it is depending upon the organization to set its' own targets.
