M5 Networks (News - Alert), a company providing enterprise-class phone systems revealed its top ten tips to ensure quality phone calls in a challenging marketplace.
Dan Hoffman (News - Alert), CEO of M5 Networks believes that with the right technology and processes in place, an objective measurement of call quality can also be achieved.
The top ten tips to help achieve higher quality calls and results as indicated by the company in a press release include; hanging up before voice mail picks up doesn't count as a phone call; a quality call must be at least two minutes; everyone makes personal calls from work, so make sure you can separate these from the total call activity; calculation of metric - number of calls that takes to set an appointment; measuring the right thing for the right team; making sure that call activity tracks to immediate and long term goals; balance quantity and quality; sharing data with the team and drive healthy competition; making sure one has contingencies in place to be responsive to voice mail like voice mail to email with transcription. Above all, M5 asks to follow the best policy which is, "If it isn't in the CRM, it didn't happen."
M5 is of the opinion that there are technologies available today that connect enterprise telephone systems and CRM systems that can generate an accurate record and gauge the quality of a call. And while the ideal sales call will vary from business to business, there are a few universal truths. Typically, quality calls occur between a company representative and someone who is identified as a contact in your database. Knowing who your representatives are speaking to can give you insight into what type of sales activity is taking place, said the company.
“Only a well designed CRM implementation with telephone integration can give you this depth of information,” said Hoffman.
“It is important to understand the quality metrics of each representative, department and team. Keep in mind the old adage, "That which gets measured improves." By simply understanding and beginning to track call quality, you should begin to see a trend in the right direction,” added Hoffman.
Recently, M5 appointed the software-as-a-service industry veteran Keith Nealon as the company’s new chief revenue officer. He will be based at M5's New York City headquarters.
Meenakshi Shankar is a TMCnet contributor. To read more of her articles, please visit her columnist page.
Edited by Rich Steeves