Key Performance Indicators or KPIs are vital data in the field of outsourcing and especially for telemarketing campaigns. These numbers are used to analyze, evaluate and monitor the performance of a call center. In this article, we will explore the top 4 KPIs in Telemarketing and how they can be used to boost campaigns.
For agents involved in telemarketing, contact rate is probably one of the most important metrics. It is defined as the percentage of calls that result in a meaningful conversation with a potential customer. You can take a look at the customer service call center. Moreover, you can measure the effectiveness of your telemarketing campaign with this rate. And, you will be able to adjust your strategy based on the results.
The cost of acquisition
Running a telemarketing campaign can be fun and exciting for businesses, but it can also be expensive. That's why it's essential to examine the cost of acquiring a lead. By doing so, you can improve the return on investment of telemarketing campaigns. In general, cost per lead or CPL is the ratio of telemarketing costs to the number of leads generated.
The reality is that it's hard to keep new customers forever. A contact center is a business and it needs to consider the ratio of lost customers over a period of time. Ideally, the lower the loss ratio, the better the performance. This translates into more loyal customers who provide a certain level of guaranteed income for the development of your business. Through a snowball effect, satisfied customers can also attract new ones.
The conversion rate is the ultimate goal of a telemarketing campaign. It refers to the ability of agents to turn a call with a prospect into an inquiry or sale. It represents the percentage of contacts that successfully move from one stage of the buying process to the next. This conversion rate can thus indicate any activity in a customer's journey (for example, clicking on a call-to-action button on a website until they make a request for a quote).