Call Design

JULY 6, 2021

Net promoter score was developed by Bain and Co in 2003 and is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company. Calibration is key when measuring quality to ensure any suggestion of bias is removed. The industry benchmark for the first call resolution measurement is between 70% to 75%.

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. Leading outbound telesales vendors have mastered “people” development by utilizing inventive recruiting, training and motivational practices that get results.

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. Leading outbound telesales vendors have mastered “people” development by utilizing inventive recruiting, training and motivational practices that get results.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40