How Many Calls Should an Outbound Agent Make

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1. All of the above will play a role in determining benchmarks and Key Performance Indicators (KPIs) for the outbound calling environment. “Once all the above have been identified, a test period of two weeks’ calling is needed to identify any trends, such as:” Average talk time and

   In Call timing analysis

2. In our experience, there seems to be a general rule of thumb that is consistent across many different outbound operations and types of outbound campaigns: “This is that, on average, an agent will only be able to handle and talk to customers from anything between 33 minutes to just over 40 minutes in a productive hour – or in talk-time percentage terms between 55% and 66% of their time is spent talking to a customer/prospect.” This means that the remaining time will be spent either waiting for the next call which the dialler will try to deliver (the better/more optimised the dialler, the quicker this will arrive), or they are in a state of wrap or unavailable.

   In Cost per meeting and efficiency

3. This means that the remaining time will be spent either waiting for the next call which the dialler will try to deliver (the better/more optimised the dialler, the quicker this will arrive), or they are in a state of wrap or unavailable. “As a simple calculation, you can divide this talk time by the average talk-time of an individual call to work out the number of calls that an agent can make.” There are, however, a number of factors that will affect this number of calls and remember, quantity is no substitute for quality.

   In Daily dialing capacity

4. You need to understand and then monitor what the optimum talk time is; you need to understand the talk time for non-decision maker contacts and for decision-maker contacts. “This will enable you to apply a ratio i.e. 5 calls to 1 DMC and then apply the talk time on this ratio rather than attempting to work solely with averages. You also need to adjust the talk time for the type of calls you are making – service, survey, sales contact, etc.” 3. Speed of Dialler

   In Daily dialing capacity

5. Factors That Influence Outbound Agent Call Volume “Call volume is never set in stone, and we have put together several factors that will influence your agents’ call volume, so understanding these is key to setting fair, effective targets:” 1. Quality and Quantity of The Data List

   In Daily dialing capacity

6. 3. Speed of Dialler “The way you optimise your dialler will also change the amount of time that an agent is available and waiting for their next call. Dialler parameters such as lines per agent, abandon rate, ring time and no answer settings will all influence this.” 4. Calling Environment

   In Dialers and call tools

7. In our experience, there seems to be a general rule of thumb that is consistent across many different outbound operations and types of outbound campaigns: “This is that, on average, an agent will only be able to handle and talk to customers from anything between 33 minutes to just over 40 minutes in a productive hour – or in talk-time percentage terms between 55% and 66% of their time is spent talking to a customer/prospect.” This means that the remaining time will be spent either waiting for the next call which the dialler will try to deliver (the better/more optimised the dialler, the quicker this will arrive), or they are in a state of wrap or unavailable.

   In Outbound rep productivity

8. This is that, on average, an agent will only be able to handle and talk to customers from anything between 33 minutes to just over 40 minutes in a productive hour – or in talk-time percentage terms between 55% and 66% of their time is spent talking to a customer/prospect. “This means that the remaining time will be spent either waiting for the next call which the dialler will try to deliver (the better/more optimised the dialler, the quicker this will arrive), or they are in a state of wrap or unavailable.” As a simple calculation, you can divide this talk time by the average talk-time of an individual call to work out the number of calls that an agent can make.

   In Predictive dialers

9. 3. Speed of Dialler “The way you optimise your dialler will also change the amount of time that an agent is available and waiting for their next call. Dialler parameters such as lines per agent, abandon rate, ring time and no answer settings will all influence this.” 4. Calling Environment

   In Predictive dialers