Measuring sales performance helps you improve the efficiency of your sales team. With your sales team consistently performing better, your business can generate more revenue and continue to grow. Last week we shared tips on how you can use computer telephony integration (CTI) like CloudCall, along with your CRM, to improve sales management and enhance your team performance. We showed you an example of how we use Salesforce custom fields and dashboards to monitor team calling activity. This week, we share some practical examples – using CloudCall Dashboards to track team performance and to demonstrate the importance of observing your team’s calling activities in more detail.
You can use dashboards and reports to monitor the calling activities of your sales team, in real-time. You can track the number of calls made daily or weekly by each team member, as well as the call duration and the number of activities that resulted from the call – the number of demos booked, for example. Using this call data, you can use dashboards to monitor and compare the overall call activities throughout the week, most importantly, having a view of your team’s call duration can help you measure this against their pipeline.
Benefit: A weekly comparison of call duration helps to review the total time your team is spending on calling activities per day, in a week. This report can also highlight which days of the week and month are the most productive. More importantly, the data can highlight the best times to make sales calls.
With CloudCall, you can use custom fields within Salesforce to capture additional call data. We use a custom field to categorize all team communications and describe its outcome. This ensures that all interactions are recorded against a contact and that if multiple users are dealing with the contact, they have access to a complete picture of all of their communications with the business. This data is used to generate CloudCall dashboards that offer an overview of the outcomes from our team’s activities. As seen in the dashboard below, we are able to get a complete breakdown of the number of calls per category for each team member.
Benefit: Categorizing calls helps to analyze the time spent on each type of call and can help you to prioritize the type of calls that your team should be making to ensure that they remain at peak productivity. You can also compare team performance by user, for each category.
Average Success Rate
With a CTI, you can get a complete overview of all calling activities. Using call data, we have created a dashboard to look at the number of outbound calls and the amount of time spent on the call. This helps us calculate the average success rate (ASR) of our calling activities.
Benefit: You can use this information to measure the call pick-up rates and analyze how successful your team’s calling efforts are. This can help to escalate your calling efforts as you will have an increased awareness of the types of calls that lead to success.
For small and medium sized businesses, Sales teams may be required to give consideration to cost analysis per team member. You can use a dashboard to get a full breakdown of call costs per team member, per month.
Benefit: You can get a complete picture of how much each team member is spending on making calls and how it adds up against the volume of business generated. If you a looking to make savings in calling costs, it may be worth considering calling bundles and packages offered by CTI providers like CloudCall.