Telemarketing Services

TMCnet - World's Largest Communications and Technology Community

Welcome to Telemarketing Services

January 11, 2008

Setting Telemarketing Goals

By TMCnet Special Guest
Mark Swanson, Director of Business Development, Tele Resources, Inc.,

Telemarketing clients are often asked to come up with telemarketing goals for their programs. In reality, these goals are often arbitrary numbers that are pulled from the air. In order to make a campaign successful, setting program goals is a necessity.
To ensure that clients are reaching ROI for their product, call centers need to know what their agents and programs need to be running at. The easiest way to define a sales goal is SPH, which stands for sales per hour. Breaking this down further, this stands for sales per agent hour; if your center dials from 8-9 and you have 10 agents dialing and only one sale than you have a .10 SPH, the agent that made that sale has a 1.0 SPH.
One important note is that it is often a good idea to set agent’s SPH 10 percent higher than the actual goal, as a psychological method for squeezing an extra 10 percent out of a sales force. To better describe this in financial terms, let’s say you’re running a program that has 100 hours per day, and that program is running at goal. This means you will be receiving 100 sales per day. If your paying a standard fee of $25 per agent hour, then the per day cost will work out to be $2500, with a cost per order of $25. If you mange to increase performance by 10 percent then your cost per order is $22.5 and your SPH is 1.10 with 110 sales.
It is important to know what the minimum orders for a campaign is, to set a profitable as well as a realistic goal for reaching that level.
While it is difficult to arbitrarily set a goal for a campaign, one way to be sure of this is to run a test. Telemarketing centers will typically run a campaign test for 500 telemarketing hours in a month. At a typical going rate of about $12,500 for a month long telemarketing campaign, it is important to make sure you select a vendor that will work to meet your goals and advise you on how to reach them. Essentially, telemarketing customers need to ask themselves, what do I need to receive in order to make a $12,500 investment profitable?
Mark Swanson is Director of Business Development at Tele Resources, Inc.

>> Telemarketing Services Channel

Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments:
Comments about this site:


© 2021 Technology Marketing Corporation. All rights reserved | Privacy Policy