Contact Center: Measure Effectiveness by Sales, Not Calls, Per Hour

Holody noted that in measuring sales revenue per hour, catalogers can do more. For instance, the firm recently instituted an upselling program primarily geared toward customers calling to check on their existing orders, which has yielded a 10 percent gain in sales.

Customers spend their time calling you on your dime, he pointed out. You have the opportunity to spend an extra minute to optimize revenue per call. “Once you already have them on the phone and they’ve already said they want to buy some of our jewelry,” Holody said, “you’re doing them a service to offer them a jade ring. All you’re doing is pointing things out in the catalog. We’re giving our reps a greater opportunity to make money. And that’s all the more reason that metrics should be set at sales revenue per hour.”