New York, July 19, 2011 -- M5 Networks, the market leader in business phone systems, today announced their top ten tips for ensuring quality phone calls between company representatives and their contacts to guide businesses to more successful sales in a challenging marketplace.
"It would be nice if the only metric that mattered in selling over the telephone was the number of calls," said Dan Hoffman, CEO of M5 Networks. "We could double our calls and double our sales, but alas, this is not the case. Call quality matters. Today, with the right technology and processes in place, an objective measurement of call quality can also be achieved."
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.
Additional quality data that is available to businesses today include who the calls are to, who are existing or new leads, did they connect or leave a voicemail, are they receiving inbound calls, and perhaps most importantly, who is doing what calling and when. For example, you may want your sales people targeting new prospects during the first of the month, but focusing mainly on activities associated with open opportunities toward the end. Only a well designed CRM implementation with telephone integration can give you this depth of information.
"Generally sales staff who use their phone time the best are the ones who exceed quota, so businesses shouldn't be afraid to share call data with the team," added Hoffman. "Sales teams often see an immediate bump in productivity, and bump in sales. No one ever wants to be at the bottom of the list."
Once you have easy "on demand" access to the answers to these questions, you will have an objective way of measuring call quality. 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. Here are the top ten tips to help achieve higher quality calls and results: (continued...)