Adapting Scripts to Fit Your Audience
Posted: Sat Dec 07, 2024 4:05 am
While we all want to get the highest conversion rates possible, we have to be serious about the quality of the sales we generate. Questions to ask: Is the script reliable, or could it use some tweaking? Did the agent use appropriate rebuttals? Are agents calling the right markets? Average call time (att) This is the average time an agent spends on the phone with a customer. This metric is crucial for telemarketing companies as it helps identify areas of opportunity. If the average call length is high, the script may lower the number of calls, or there may be an opportunity to provide some coaching to the agent.
Perhaps a reminder is needed to ensure that customer service agents are as clear as possible when bolivia phone number resource speaking to customers. If the script bogs down the call, the script needs to be reevaluated and adjusted as needed. Average End Time (awt) This is the average time it takes for an agent to end a call. Some sales activities don't have much closing time because most of the information is completed while talking to the customer. Sometimes, additional information must be recorded before the call is fully completed.
This metric is crucial for evaluation because it helps understand how long it takes agents to complete a call. The more time an agent spends on the phone, the greater the opportunity to improve call quality. Are some agents unable to efficiently answer the next call after a call? Is ending the call or recording a hassle and needs to be re-evaluated? Is there a way to simplify summarization to improve awt? Dials per hour (dph) This metric is defined as the total number of dials divided by the total number of hours.
Perhaps a reminder is needed to ensure that customer service agents are as clear as possible when bolivia phone number resource speaking to customers. If the script bogs down the call, the script needs to be reevaluated and adjusted as needed. Average End Time (awt) This is the average time it takes for an agent to end a call. Some sales activities don't have much closing time because most of the information is completed while talking to the customer. Sometimes, additional information must be recorded before the call is fully completed.
This metric is crucial for evaluation because it helps understand how long it takes agents to complete a call. The more time an agent spends on the phone, the greater the opportunity to improve call quality. Are some agents unable to efficiently answer the next call after a call? Is ending the call or recording a hassle and needs to be re-evaluated? Is there a way to simplify summarization to improve awt? Dials per hour (dph) This metric is defined as the total number of dials divided by the total number of hours.