You can use Sell Voice reports to understand how active your sales agents are in customer conversations, and to determine call outcomes at different times of day.
This article contains the following topics:
- Using the Call Count report
- Using the Call Duration report
- Using the Call Outcomes report
- Call Outcome vs Time of Day report
- Call Length vs Time of Day report
Using the Call Count report
The Call Count report helps you identify how many calls each team member is making. This is especially useful for organizations that have expectations for the number of calls placed per day. You’ll notice a blue dotted line down the middle of the report. This represents the average number of calls placed for the given time frame.
Using the Call Duration report
The Call Duration report highlights the average call length by a team member. Low call durations might be indicative of low sales.
Using the Call Outcomes report
The Call Outcomes report is designed to give you a quick overview of your sales efforts. It can be difficult to judge how successful phone campaigns are, especially when you’re cold calling. This report shows you whether the majority of the calls are being sent to voicemail, no answer, or any other call outcome you add to your account.
Call Outcome vs Time of Day report
After analyzing your call outcomes, it's worthwhile to compare call outcomes to the time of day they occurred. In the report below, you can see calls are being sent to voicemail early in the morning, late in the evening and around lunchtime. Perhaps it’s best to avoid making calls during these periods of time if you want to speak with the person directly. You’ll also notice that calls that were flagged as Not Interested only occurred in the afternoon. In this case, you might want to schedule your calls for mid morning.
Call Length vs Time of Day report
This report studies the relationship between the length of the calls and the time of day that they are placed. In the example below, you can see that calls made between 8am and 11am are generally shorter than calls placed between 11am and 3pm. In this example, if you want to make a quick call, it’s best to do it in the morning. However, if you’re looking for a longer conversation, it’s best to wait until after 11am.