Telesales - how many calls an hour

[Rob S]

What is reasonable in setting a target for connected telesales calls in an hour.

These are B2B calls and only those where the caller gets to talk to a decision maker are counted - ie "not at desk" wouldn't be eligible.

Also connected calls may involve some additional work such as emailing over price lists and obviously database updating.

 

[marketingquotes]

Hi Rob,

If a telesales company has the data to hand (on a database) and are just rattling through the data throughout the day, then 100 calls per day (8 hours) would be reasonable.

Bearing in mind 1 in 6 calls goes through to the prospect (most are in meetings, out of the office, engaged) then 4-5 per hour would be reasonable.

Are you outsourcing your telesales?

Regards,

Marketing Quotes Support.

 

[Rob S]

Are you outsourcing your telesales?

No - it is in house - just need to firm up a reasonable target.

Thanks for the reply

 

[marketingquotes]

Hi Rob,

No problem.

What sort of target audience would your guys be calling (accountants, engineering companies, IT firms etc.)?

Regards,

Marketing Quotes Support.

 

[Rob S]

Car dealerships

 

[marketingquotes]

Hi Rob,

This may be easier than some of the examples mentioned, as they do not tend to do meetings and are usually on site.

Anything from 5-10 per hour should be aiming at (based on doing calling from a database system).

Regards,

Marketing Quotes Support.

 

[alex.cast92]

i'd say up to 20 from my experiance, if they work hard

 

[maxine]

I'd say about 6 per hour on the basis of about 18-20 call attempts per hour.

 

[JTSystems]

Depends on the industry as mentioned above.

I have been an account manager with 20 connected calls per day and have been in cold calling and had to have hit 100 + connected calls in a day achieving at least 3 appointments.


But yeah think the general 5-10 per hour should be reasonable.

 

[DeadlineData]

Hi

From my experience, our team are doing on average 150 calls per day and 'hitting' 30-40 decision makers.

Of this number dependant on industry, they would on average generate around 3 appointments.

Dependant on the industry, product or service of course!

Not sure if it can help but we have got 10,000s car dealerships/fleet data on file all with up to date contacts.

 

[BusinessRookie]

The above quoted figures of around 100 calls per day seem standard. 150 is really pushing it.

Automated diallers will double productivity and beyond. I've used EasyCallNow.net which is pay per minute, no setup charges and it is really good for a low-cost dialler.

 

[Hillyer]

I did some telesales last year .. I was on about 25 calls an hour. Most were unsuccessful (&aggressive!) though.

 

[maxine]

When I say 150 I mean call attempts not successful contacts.. is that more standard? (maybe I need to slow down and drink less coffee )

 

[Bruceflea]

I agree with the majority of others that 5-10 DMCs per hour would be expected in general. Obviously, as mentioned it is dependent on industry.

Our telesales team have a target of 80-100 calls per day for appointment setting. On average, they are generating about 3 appts per day. Personally, i would average 60-80 calls per day and about 5 appointments per day.

 

[john.garnett]

Hi Rob,

If a telesales company has the data to hand (on a database) and are just rattling through the data throughout the day, then 100 calls per day (8 hours) would be reasonable.

Bearing in mind 1 in 6 calls goes through to the prospect (most are in meetings, out of the office, engaged) then 4-5 per hour would be reasonable.

Are you outsourcing your telesales?

Regards,

Marketing Quotes Support.

Hi Marketing Quotes,

Im looking to outsource some telesales. can you help me??

Thanks
John

 

[Rob S]

Hi Marketing Quotes,

Im looking to outsource some telesales. can you help me??

Thanks
John

Apparently it is not "telesales" - I have been informed that the new word is "outbound calls"

 

[john.garnett]

Apologies Rob hope it doesnt affect results

 

[Rob S]

BTW - think this may make a difference - the "database" is an excel spreadsheet which has to be cross referenced with a list of customers provided by Accounts as some calls will be to exisiting customers and some will be to prospects.

Personally I think that the management have an over-ambitious target with 10 connected calls an hour to decision makers, with the addition of follow up emails.

 

[maxine]

Two sticky points there... doing manual lookups on two spreadsheets and emails in between calls.

I'd suggest doing a Vlookup in Excel so that you have the values all on one sheet and can sort accordingly. Or, import into a CRM system. Much faster to work from.

For emails we don't do any during calling time and they call get sent in bulk every 4 hours or so

If people do other things in between calling it's bound to slow the calling down

 

[Shay]

i'd say up to 20 from my experiance, if they work hard

If you can speak to 20 decision makers in one hour I would hire you. That would equate to you dialing the number, waiting for it to be answered, getting past the receptionist/sales person, having the conversation, recording it and ending the call. Doesn't even take into account those who will be unavailable. 20 attempts an hour is possible but unless you are phoning one man bands on their mobile and just saying 'Hi' its not possible to get 20 decision makers.

I state on every project 20 attempts an hour can be made, however that number is likely to be less as I will want to engage in a meaningful dialogue with the decision maker be it for explaining a product/service or closing for an appointment.

As for the OP a lot will depend on who in the dealership you want to speak too. Dealer principals tend to be quite busy and some will have a PA who screens all their calls, sales managers tend to be quite busy in meetings, so there are prime times of the day to catch either.

 

[termsandconditions]

Depends on the industry as mentioned above.

I have been an account manager with 20 connected calls per day and have been in cold calling and had to have hit 100 + connected calls in a day achieving at least 3 appointments.

But yeah think the general 5-10 per hour should be reasonable.

3 appointments a day is b***dy excellent. Wish I had you on my telemarketing team.

 

[nadeemsheikh]

I don't attempt any call but I think anybody can call attempt 6-10 call per hour .

 

[MattKelly]

What is reasonable in setting a target for connected telesales calls in an hour.

These are B2B calls and only those where the caller gets to talk to a decision maker are counted - ie "not at desk" wouldn't be eligible.

Also connected calls may involve some additional work such as emailing over price lists and obviously database updating.

Hi

it really depends on what is being offered, and this should also play a role in defining what KPI metrics should be applied to the calling.

If it is a commodity service (ie cheaper business broadband/utilities etc) then a volume calling model is more appropriate than, say, if you are offering some sort of professional services (consultancy,design services etc) where your value proposition requires (and positively compounded by) a longer, more engaged dialogue.

I have run teams using both models, and the consistent question you need to ask is: what am I trying to achieve here? If it is twenty utilities sign-ups a day, then a volmue models is best. If it is 1 well-qualified sales appointment for a high-value service/solution, then targeting people on a volume of calls is a crude metric.

 

[Van Man]

I would say about 20 is reasonable if they all qualified calls, especially if there is some reseach or admin to do pre or post call

 

[PortalMarketing]

The business i am in employ telesales and push like mad for 15-20 per hour.

 

[PortalMarketing]

The thing is too they normally do get 15-20 per hour and generate anything up to 40 leads....be strict

 

[ryan90]

Hi Rob,

This may be easier than some of the examples mentioned, as they do not tend to do meetings and are usually on site.

Anything from 5-10 per hour should be aiming at (based on doing calling from a database system).

Regards,

Marketing Quotes Support.

lol...you ever worked in a car dealership? Unless its the receptionist most decent dealerships will be pretty busy.

Portal....when you say 15-20 is that from all of your team or just one person? If its one I would wonder what kind of meaningful conversation they had as 20 an hour equals 3 minutes for each call, dial, put through to DM and then discussing the product/service.