Doing inside sales through CRM software can potentially lead to strong results, though the type of software you use makes all the difference. Much of this comes in how you manage your calls and studying the data you need to nurture leads. While analytic pages are common in many marketing scenarios and websites, not all analytics are overly thorough in CRM programs.
It needs more stressing how important analytics are, especially with real-time capability since sales situations can change by the hour. If your call center employees engage in sales calls throughout the day, leads could easily get lost without proper ability to keep track of what took place and when calls occurred.
You want to know whether your leads were due to inbound or outbound calls. Plus, you need to know what the length of your calls were to help analyze how your callers approach things for future sales. Also, don’t forget about analyzing how many calls you or your call center makes for qualified leads.
Let’s take a look at each of these metrics and see how they work in our own CRM call solution here at Tenfold.
Analyzing Inbound or Outbound Calls
It matters whether you created leads through inbound or outbound calls, because each work in very different ways. An inbound call is a customer calling you for a service and your employees selling them on something else during the process. Conversely, outbound calls work the traditional way where your call center does cold calls, or to existing customers for renewed sales purposes.
You need good metrics for these so you understand what took place every minutes of the day. Through our software, you have an easy-to-read analytics page showing charts of all your inbound and outbound calls. Each one of your employees can instantly know how many calls occurred and see a bigger picture of the results throughout a week or longer.
Details are important for this data, and you’ll be able to see which employee answered each call and how many were actually answered at all. Going further, you’ll find individual leads immediately with all of their personal information. With a “call now” embedded in each profile, you can do one click and be able to call leads immediately for follow-ups.
Determining the Length of Your Calls
Finding out exactly how long your sales calls take can help you adjust things to determine how your sales techniques work (or don’t work). In our analytics page, you’ll have accurate records for how long each call took with simple charts measuring things comparatively. This way, you can gauge exactly how many captured leads occurred with the shorter and longer calls.
Thanks to these charts being available in the cloud, you can access this information anywhere where you have an Internet connection. For call analysis while you travel overseas for business, you can can create an effective leads strategy immediately without having to meet your staff in person.
Figuring Your Calls Per Qualified Lead
Once you get qualified leads, you want to measure how many calls it took to get them to this point. With our thorough analytics page, you have all of this information at your fingertips, including the names of the leads for more personal reference.
Your entire call center operators have access to this information to use during calls as well. When they have a thorough resource of data, it helps them in how they personalize their approach to customers in follow-up sales calls.
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