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Conversion of calls into sales

What is this?

A metric that shows what proportion of calls result bc data europe in a purchase (or a contract, if we are talking about B2B).

How to calculate

Conversion of calls to sales = (Number of deals / Number of calls) × 100%

Why is this necessary?

According to experts, if the conversion rate drops below 10%. Conversion of calls it is time to sound the alarm. The reason may be in low-quality leads or in the inability of managers to “squeeze” the deal.

How to improve

  • Work with a warm base . Cold calls 2 ways to reduce ota dependence and increase direct bookings give a minimal percentage of success, but people who have already been interested in a product/service are much more loyal.
  • Pump up your individual approach . Universal templates may work, but a personal scenario increases the chance of success many times over.

Conversion of calls Speed ​​of response to incoming calls

What is this?

Shows how many seconds (or minutes, if things are really bad) it takes for the manager to pick up the phone after it rings.

Conversion of calls How to calculate

Speed ​​of response = Total wait time / Number of calls fax list

Why is this necessary?

Many studies confirm that customers are willing to wait for an operator for no more than 20–30 seconds. Then either their patience runs out, or they realize that “something is wrong here” and go to a competitor.

How to improve

  • Optimize the workload . How many operators are on the line during peak hours? How are calls distributed?
  • Implement IVR (automatic menu): if there are no free operators on the line, the client at least understands that his call was not lost.
  • Set up priority queues . For example, VIP clients can be allowed to “slip through” faster.