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How much talk time should my reps do per day?
How much talk time should my reps do per day?
Talk time is defined as a rep calling a lead, that rep speaking to the lead/household/record etc, and last, that rep leaving a customized voicemail with the reps own voice. These three things are considered talk time.
Talk time does not include leaveing a Pre-Recorded message and if a rep makes a call outside of Insidesales.com this is also not considered talk time.
In an 8 hour shift I have never seen anyone talk to customer for 8 hours, which would be 100% talk time. I have seen from pervious jobs of talk time percentages from 50% to 85% per day.
Depending on how much paperwork or other responsibilites a rep has will depend largely on how much talk time that rep will do per day. If their sole job is to speak with customers and the order process is compact, then expecting 50% talk time is NOT unreasonable. As your sales organization gets more precisely built and controlled then expecting more talk time can also be expected.
Joshua Varney | Senior Account Manager | InsideSales.com
Northeast Region of the United States
34 East 1700 South, Novell Building A, Suite 113 | Provo | Utah | 84606
1.866.342.5370 ext. 2 (phone) | 801.853.4089 (fax) | 801.853.4097 (desk)
jvarney@insidesales.com | http://www.insidesales.com
Talk time is never as relevant as the results it bears
How do you get our results? If you sell over the phone then you need to be speaking with customers. You are correct in that after a steady talk time base line has been established measuring the results from the reps is the next step. But to get results reps need to have talk time.
My last job for 3 years, I had to have 55% (4.5 hrs in an 8hr shift) talk each day if I did not hit my quota. Granted if you didn't hit your quota after so long no matter how must talk time (productivity) you had, you would ultimately be let go if you could not preform.
Joshua Varney | Senior Account Manager | InsideSales.com
Northeast Region of the United States
34 East 1700 South, Novell Building A, Suite 113 | Provo | Utah | 84606
1.866.342.5370 ext. 2 (phone) | 801.853.4089 (fax) | 801.853.4097 (desk)
jvarney@insidesales.com | http://www.insidesales.com
True - but sales is a numbers game, the more qualified leads you talk to the more you close - so I still say talk time is important
Within our sales force we are not making talk time a particular measure of sales rep performance, but rather utilizing other measures to assess bottom line performance.
Our goal is to fully automate lead handling time for reps through the use of both the editing functions within the InsideSales.com portal and eliminate old practices such as toggling between various other programs like Outlook, etc.
As we move forward, we would like to construct unique layouts that reduce handling and recording time by making layouts, event buttons, and tasks the most easily accessible.
Based on the direct and indirect feedback I'm receiving from our sales force is that if we can have all commonly clicked buttons from the leads screen at the top left as much as possible, eliminate (for the most part) the need for scrolling yet keep the layout comprehensive: this may be our best practice.
Bert Willard, P.R.C.