We have shared some of the reports of our call center software or sales acceleration tool. we accept that one size does not fit all. We do customise reports. This is just to share some of the best practices from others.

1. Some insightful
reports

2. One size does not fit all.
We accept that same reports can not be applied to all. However,
here we are trying to bring some best practices of others here.

3. Before we jump into reports I
want to talk about..
• Maximise sales by having callers and inside
sales people focused on meaningful
conversation and not distraction KPIs such as
dials.

4. Call Center software feedback .
So you first analyse effort. What are my reps doing? Are they placing phone calls.
What is the effect of the effort? Are we having conversations? Are conversation
leading to prospectus sales or walk-in. You analyse the results. How the lead source
is performing? How is the rep performing? Based on insights you repeat the
improved process. It is constant process of understanding and making business
changes.

5. Call Disposition.
• Busy.
• Left Sms.
• Bad number.
• Wrong number.
• No answer.
• Set call back.
• Scheduled meeting.
• Asked for email/sms.

6. Meaningful conversation is
any conversation that is
above 2.5 min conversation.

7. #1 - Meaning conversation by Time of
Day.
What is the best time to call my prospect to have meaningful conversation?
For example at 10am the meaningful conversation is 70%.The green bar goes
down as the time passes by. You can now make more and more call at 10am.

8. #2 - Meaningful contact by Dial Attempt.
How many calls should I be making to prospects? Earlier we talked when to call. Now we are
talking who should you be calling? In the left meaningful conversation by correct contact is high
and as dial attempt crosses 6th attempt it is decreasing. So what if I am always calling people
with 1-2 attempts dial first, and then people with 3 to 6 dial attempts.

9. # 3 - conversion rate by lead source.
How many & what meaningful conversation does it take to convert leads of certain sources? How much effort you
are spending and how much effort you should be spending on leads from a given lead source? For example the
average dials for Shikha leads is 7 and conversion is low where the effort put is high. Certain lead sources or
landing page are high converting. Can you prioritise lead source of referral with less than 6 dial attempts.

10. #5 - Avg. Talk Time per rep.
Rep on left have lower phone calls than the rep on the right. It means rep on left
is unable to have meaningful contact and he is been ignored. Rep on left is
having meaningful conversations. Action : train rep on the left with recorded calls.

11. #6 - Faster Response.
How does responding quickly impact meaningful conversation? In case the
green bar is high when called faster. The blue line shows how many you
called.

12. Helps you answer these
questions...
• Who should you call right now to have conversation?
• How many times should you call a prospect?
• When should you stop calling a prospect?
• What should you say when you call the prospect?
• What reps are dialling but not being effective?
• What are peak inbound call times?

13. What are the 3 reports you
ideally want to have but
you are not getting now.