More metrics do not automatically create better management. Track metrics that lead to decisions.

  1. Outbound calls
  2. Incoming calls
  3. Connected calls
  4. Missed calls
  5. Unique customers contacted
  6. Total talk time
  7. Average conversation duration
  8. Attempts per customer
  9. Follow-ups scheduled
  10. Follow-ups completed
  11. Unresolved missed enquiries
  12. Lead progression after calls

Avoid the call-count trap

The employee making the most calls is not automatically your best salesperson. Metrics should be interpreted together.

  • High attempts with low connections may indicate poor data quality, timing problems or lead quality issues.
  • High talk time with low progression may indicate qualification or sales-process problems.

Analytics should create questions, not automatic conclusions. For how to put these into practice, read the employee call tracking guide and how to track sales team calls without manual reports.