Four important telemarketing metrics

Measuring the metrics of your telemarketing campaigns is one of the most important aspects in developing an understanding of what is working and what isn’t and allows you to create more focused and effective telemarketing campaigns moving forward.

When it comes to telemarketing there are some very important metrics that you should be conscious of at all times, and Team Telemarketing are sharing some of the most important ones.

CUSTOMER SATISFACTION

Let’s start with the most important of them all, customer satisfaction.

Your business cannot develop and grow without the commitment and loyalty of your customers, so ensuring that you pay close attention to the measure of your customer satisfaction is key to customer retention and loyalty over a long period of time.

There are a wide range of methods to carry out this metric, but the most common is through customer survey.

A Customer Satisfaction Survey provides information to define short and long term goals for your brand and identify opportunities to create and reinforce positive experiences so that you can retain existing customers and add new customers.

Whilst there is an exhaustive list of elements of an engagement with a company that has influence on a customer’s overall satisfaction, there are several key indicators that a business can identify whether or not an experience was favourable or not which can then, of course, form the basis for deeper qualitative study.

FIRST CONTACT RESOLUTION

Another extremely common metric in telemarketing is first or best contact resolution which looks at how many times a customer needs to call a company to get a problem resolved, and doubles up as a very good way of measuring problems from the customer’s perspective.

Although this can be difficult to measure, there are a few ways you can do so accurately;

• Looking at the number of customers that call back within seven days
• Looking at the calling party number within a set period of time
• Using a post call IVR survey for customers
• Checking the reason code in your chosen CRM system

ADVISOR SATISFACTION

A happy workforce offers productivity, efficiency and better quality work, so it’s important to not only measure metrics for your customer satisfaction but making sure your advisor satisfaction is spot on too.

While many telemarketing companies will only conduct annual survey and reviews on advisor satisfaction, due to the continued popularity and recognition of the importance of wellbeing in the workplace, it is now becoming more popular to measure Advisor Satisfaction much more frequently than ever before.

NET PROMOTER SCORE

A Net Promoter Score® (NPS) measures the loyalty that exists between a provider and a consumer and is an increasingly important metric for gauging how willing a customer is to recommend an organisation’s product or service.

Net Promoter Scores are calculated to differentiate between the percentage of promoters and detractors. The NPS will not be formatted as a percentage but as a number lying between minus 100 and plus 100. An example of this, if you have 25% promoters, 55% passives and 20% detractors, your NPS will be +5.

Team Telemarketing can help you with NPS, Customer Satisfaction and Customer Experience metrics, with our team of experts committed to offering your business opportunities to thrive and develop your telemarketing efforts.