How Many Calls Should a Telemarketer Make an Hour
Telemarketing is one of the most important of the marketing activities for most of the companies and this is the primary lead generation and appointment setting machinery for these companies. When you have an in-house telemarketing set up you will be concerned with its effectiveness and would like to know how your telesales executives are performing and be unable to determine their real performance metrics. For this, you will be very eager to know how many cold calls they can make in an hour and still be productive to give the necessary results. Finding the right answers to this is very vital to determine the effectiveness of your telemarketing set up.
The answer to the above question is not an easy one as it depends on many variables and various other factors creep in to give diverse results and hence a fixed number as the right answer is not always possible. Still, when you want to have telemarketing as the way of lead generation it must abide by your cost- result correlation and for this, you can make a rough estimate of the number of calls your telemarketing people must make to justify the investment both time and cost you are making on them.
The answer to the question of how many calls an executive can make in an hour depends on
- The objective of the call – like booking a meeting or explain the products
- Quality of the calling list they are using – must be above average with the right company name, person name, phone number and any other additional details
- Use of CRM Application – this is necessary to consolidate the details and maintain good record keeping
- Are you making cold calls – this determines the outcome of the calls and if the contact is for the first time, then it may reduce the amount of response you get
- What outcome you need – this is the purpose for making the calls and most of the times it will be for appointment setting, or to arrange for further sales meetings.
You must be clear about the above things to conduct your telemarketing calls and when your people are making cold calls, your telesales agents must be trained to research the company they are contacting and spend about 2 to 3 minutes for doing this, and make a quick note of what they have found about the company in the CRM for future reference. So, you have to spend about 3 minutes per call for preliminary preparation. When the objective of the call is to book a meeting etc the average talking time to the person concerned will be less and may have a duration of 1.5 minutes
After the call, the telemarketing people must record what they have learned about the company or the person to whom they have talked and the outcome of the call in their CRM and it may take about one minute for this. When your lead generation team is able to fix two meetings per day and the average time required for this comes to 8 minutes of time, then for an eight-hour shift, it comes to about 2 minutes an hour.
When all these are taken into account it is possible for your telemarketing people to make about 8 to 10 calls per hour and by making so many calls they must be able to take at least 2 positive results per day. This forms the standard for the general cold calling metrics and this may vary with the actual varying conditions that prevail on the day of making calls.
Go to https://calendly.com/pierrecoombes to book a free Telemarketing / Business Development consultancy with our Managing Director, Sales & Marketing expert Pierre Coombes.