Call Volume
The total number of calls made within a specific period. High call volume often correlates with increased opportunities for conversions but must be balanced with call quality.
Conversion Rate
The percentage of calls resulting in a desired action, such as a sale, appointment, or lead. This metric reflects the effectiveness of agents’ communication and persuasion skills.
Average Handle Time (AHT)
The average duration of a call, balan tunisia phone number list cing efficiency with quality. Too short may indicate rushed calls; too long could suggest inefficiency.
Lead Generation
Number of qualified leads generated per period. High-quality lead generation directly impacts sales pipeline growth.
Sales Closed
The total number of sales finalized by the team, representing revenue contribution.
Feedback from customers post-interaction assesses the quality of service and agent professionalism.
Call Quality Scores
Evaluation based on predefined criteria such as adherence to scripts, compliance, and professionalism.
Abandonment Rate
Percentage of calls disconnected before reaching an agent, indicating staffing or operational issues.