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What metrics should Inside Sales managers track?
This question was asked by the audience as part of the Focus Inside Sales Roundtable "Bigger, Better, Faster: Inside Sales in 2011" on February 1st, 2011.
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2 Answers
We have picked 2 metrics that we follow more than any else at our company.
1. Time spent talking to customers.
2. How different call lengths effect the conversion rate, we have calculated that all calls that take over 3 minutes have a 30% close rate.
Knowing the second point helps us coach our sales people and help them work on keeping their customers on the phone for as long a time as possible.
The first point helps us keep track that are sales people are working and if they are working hard, why they are spending so little time talking to customers.
Here's two that go beyond just quantities of calls.
1. Call to Contact Ratio: What percentage of the time do you get a DM or Influencer on the phone for every Call you make? This helps you ID the efficient dialers on your team. The snipers. The geurillas. Share their best practices for finding direct lines and working the automated phone systems.
2. Contact to Qualified Presentation Ration: What percentage of the DM or Influencer contacts you have are turning into Qualified Presentations? This is a fun metric because bigger is NOT always better here. High percentages could mean that the rep is not qualifying well enough.
When you combine these metrics with Proposal Closing ratios and average deal sizes, it starts to tell an interesting story about the rep and your team as a whole.
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