Setting Goals for Telemarketing Campaigns

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Meeting or not meeting service levels can tell you a lot about staffing and whether you need to raise or lower service levels. While service levels should be focused on throughout the day, I encourage you to dig into the details and watch this metric at specific intervals. Just because you hit your service level for the day doesn't mean there aren't opportunities to improve your staffing at certain times of the day. If you're meeting service levels easily, you may want to look at your occupancy rates, as your agents may be waiting a long time between calls, causing your company to rack up money you don't need to spend.

Asa (Average Speed ​​of Answer) – asa is the average time it takes to bahamas phone number library answer a call within a specific time frame. This is a steeple for many inbound telemarketing services organizations. While this is definitely a key metric to keep an eye on, I would caution you that this number can be skewed and doesn't always provide a clear indication of how quickly or if all of your customer calls are answered. Keep in mind that this is an average over a given time frame and does not include abandoned calls.



Knowing if you have phone wait times for how many minutes during the day is valuable information that can help you close the gap quickly. Watch this number carefully, watch it at various times of the day, and adjust as needed. Average Abandonment Speed ​​– This is the average length of time a customer waits in line before exiting. The reason I like this number is that it helps you determine appropriate service level goals. Think about it. If my goal is / and my average abandon time is minutes, why do I need to answer all calls within seconds? Now, I'm not saying push your goal to a few minutes, but maybe a more realistic goal would be to get % done in less than a few seconds.