Call Design

JULY 6, 2021

A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing. Calibration is key when measuring quality to ensure any suggestion of bias is removed.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Robert Davis

APRIL 5, 2018

In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. We have found that, among the elite outbound telesales vendors, their outbound clients account for at least 40% or more of their overall revenue.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. We have found that, among the elite outbound telesales vendors, their outbound clients account for at least 40% or more of their overall revenue.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40