Skip to main content

Do you have a robust Inside sales process?

With the emergence of inbound marketing, Inside sales has become a prominent function contributing to a company’s growth.
Do you have a robust and productive inside sales process?
As inside sales mostly happens over the call, tracking the sales calls is important to ensure timely review & feedback, to identify the right practices to be implemented.
The Inside sales team was involved in selling 3 product of different pricing and it was important to understand which product is taking up how much of the rep’s time in the sales process. Ideally, a low value product should be given a proportionately lower effort from a direct contact perspective and push for more interaction via indirect channels like emails.
Problem
In order to improve the team’s efficiency & monitor productivity, the management was keen to review key metrics like
  • How much effort is put on each product
  • Number of calls made to close a lead for each products
  • Which sales person is making maximum number of calls
  • What is average call durations of each sales person etc.
  • Total number of calls that comes on TFN
  • What is the number of missed calls
Presently most of this analysis was being done manually and was time consuming.
Solution
As the company was using Zoho CRM, we integrated our telephony platform with their Zoho CRM, the salient features of the integrated solution being
  • Outbound calls from CRM - The representative can directly call from the CRM. All calls are recorded and the manager can see the complete call details like number of attempts made or call made to a lead, duration of each call, number of times call is disconnected by prospects etc.
As seen in the below screenshot, executives just have to click the green button to initiate the call.
  • Tracking of inbound calls – All team members are configured as offline agents in our telephony platform. If a customer calls the designated virtual number assigned with each sales rep, the calls are recorded and the above mentioned metrics can be easily reviewed.
  • Calls made to the company Toll free number – All TFN calls are recorded and if any call is missed an email alert goes to the manager and the senior manager.
  • Detailed call reports – Ozonetel’s telephony solution provides detailed call analytics like number of calls made by a sales person, average call duration of a sales person, number of missed Calls etc.
As seen in the below screenshot, left hand side is inbound calls analytics and right side is outbound call analytics for an executive.
Result
Management has complete view about the insides sales team. Call recording and analytics helped them to find out
  • Effort made for each product (Number of calls made)
  • Productivity of each representative
  • Number of sales calls coming  on Toll Free Number
  • Detailed campaign level analysis on which marketing effort is resulting in better closures
  • Identify the right sales pitch for each product

Popular posts from this blog

First Post

In this blog, I will be talking about my experiences in trying to build a cloud telephony platform , KooKoo . Along the way I will also be talking about different design choices I made, good programming practices and the IVR domain in general. For technoratti: NNFJW8EW86C3

Integrating Arborjs with Angular to create a live calls dashboard

Arborjs  is a cool graph visualization library. Angular  is one of the best JavaScript frameworks and we have been using Angular in a lot of our front end development. When you handle millions of calls, proper visualization becomes very important. Without proper visualization, you can get lost in the mountains of data. So we spend a lot of time to come up with good visualizations to represent the data. Since we loved the cool way in which Arbor represented graph data, we could not wait to hook it up with Angular. Because of Angular's two way data binding, when you hook up Angularjs with Arbor.js you can get a dynamically updated visualization of graph data with cool animations. To give back to the community, we have put up the code online at Github . Basically we have created an Angularjs directive for Arborjs. Please feel free to fork the code and add extensions and use it for your own visualizations. The code is self explanatory with comments inline. Best way to get s

Mashing up Freshdesk with KooKoo for customer support ticket management

Sorry for the delay in writing a blog post. I have been caught up in too many things since last month(we are growing, so its all good :)) Anyway, this week I thought I will look at how we can use the latest rockstar startup from India, Freshdesk . Freshdesk, as most of you know is one of the best "Social Helpdesk" systems out there. I am sure most of you are already using Freshdesk to support your customers. In this blogpost I will explain how you can add telephony to the mixture. In particular I will show some code which you can use to : Welcome the caller by name Ask him to enter his ticket id Play out the ticket status Connect the caller to the correct agent handling the ticket. Luckily for us, Freshdesk has a very well defined API and it was a pleasure to work with it. The engineers were also very supportive and answered all my queries quickly. So lets get into the code directly. 1. First we need to get the caller information. For this we need to a