How many Dials should my reps be doing a day?

Wed, 05/28/2008 - 15:00
jvarney
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Joined: 03/26/2008
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Any rep on our power dialer can easily make over 200 dials a day. The best range for the number of dials a rep can make per day is between 200 and 300 dials per day.

Of course the number of Dials made per day depends on the business processes and what kind of products/services you sell. If you reps do a one call close and can get to the next lead quickly, then your reps could have over 200 dials per day. But if your business process include more time writing up contracts or proposals to be sent to prospective customers then the number of dials per day for your reps will be lower.

Another question is I have a rep doing an abnormally high number of dials each day compared to my other reps. For example the average amoung all my reps is say around 225 dials per day, and I have one rep doing over 450 dials per day. This means a few things if the rep making over 450 dials per day does not double the amount of sales, then that rep is cherry picking leads. Basically going through them so fast to get to leads they want to either speak with or sell. Abnormal number of dials can also mean that the rep is not trying hard enough to get people to buy. People say no and the rep mores right to the next lead, not trying to get that person to say Yes.

What about a rep who has an extreme low amount of dials per day? For example the average amoung all the reps is 225 dials per day but one rep is only doing half that 112 dials per day. The first thing I would look at would the talk time for that rep and then the number of sales that rep is doing. If that rep has a good amount of talk time as well as the number of sales per day, then I know the rep is trying very hard to get ahold of every person that rep calls as well as working that leads to the best of their ability.

With using our pre-recorded voicemail function any rep will do more dials than if that rep did not use the pre-recorded voicemail function. With this information it will give you a better idea of how effective your reps are.

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Mon, 10/20/2008 - 14:32
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bwillard
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Joined: 07/18/2008
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Establishing fair measures of rep performance through any CRM

There are a few industry wide beliefs on 'dials per day' with regard to outbound sales efforts, but what I believe is more applicable here is:

Customizing your CRM Layouts to guide sales call quality, efficiency of the call itself, and utilizing quantitative results or CRM statistics to determine rep performance (qualitative measures not withholding either, as any job requires subjective measures.)

1) Establish the basic, most commonly used fields in your sales force's layout for leads distribution and dialing. The buttons clicked the most and those that serve as 'headers' for other fields should be at the top. Additional, less frequently altered fields below in areas requiring scrolling. Ultimately, when a rep does not have to scroll from left to right, from up to down, it's quicker.
2) Develope all the possible fields that could provide all needed information from a lead and add it to the layout. While this makes a lead layout cumbersome, these fields also remind reps that they need to offer up any and all potential opportunities to get each lead into a valued customer status.
3) Establish best practices for your new layout. Develop a training module specific to your sales setting so each new rep has the knowledge you've already accumulated and thus does not make the same mistakes with CRm use that your veterans have.
4) Run reports per rep and note any trends, common figures, etc. so you can effectively develop a system to measure rep performance in a quantitative, more objective manner.

Bert Willard, P.R.C.

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