I’m looking to get some feedback/best practices on how different companies count outbound calls for their sales reps. In the past we’ve counted any outbound dial that is 1 sec or more. I don’t feel this really captures true activity though as a rep might hang up as soon as a recording comes up. I’m wondering if 10 seconds or more would be a better measure. Open to hearing any thoughts on this.
Thanks
Mike,
As for KPI purposes, we have minimum metrics that must be achieved weekly. This is any logged call in our CRM; we don’t necessarily have a minimum call length we track on our CRM. However, a metric we review closely daily and weekly is talk time. This raises a red flag if the said AE is under the company average of daily or weekly talk time. I do not want to discredit our AE’s for picking up the phone and receiving a voicemail; however, we need to get clients on the phone, and I think talk time assists us with measuring that.
As for Gong, our company settings are set at 30 seconds; when reviewing deal boards and drivers, I am more concerned about the momentum of the deal rather than the activity. It’s great that we tried to call and received a voicemail, but a voicemail is not moving deals forward.
Feel free to reach out with any questions.
Thanks Levi,
Agree on the talk time, that’s another KPI we push for with an average call length goal of 1min per call so 60 calls 60 min talk time. Other KPI’s we utilize are New Opportunities opened and moving toward opportunity movement across the pipeline.
Your input does help validate things, a call is a call no matter what and just one of the leading indicators for activity.
Appreciate your input.
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