How Many Calls Do You Expect Your ISMs to Make?

[Stan Sher]

Create a process map and follow it. I would say over a 90 day period of time, there needs to be 15-18 calls made to the prospect. A process needs to be established within the CRM. Also, on a daily basis a minimum of 100 calls need to be made.

 

[ddavis]

Also, on a daily basis a minimum of 100 calls need to be made.

Damn, 100 calls per ISM? I had a bunch of slackers!

 

[john.quinn]

Damn, 100 calls per ISM? I had a bunch of slackers!

I've seen numbers like that, but only in a call center. Again, advantages and disadvantages.

Advantage: reach/handle a LOT of people with little overhead.
Disadvantage: There are 480 minutes in an 8-hour work day. 100 calls in that span is 12.5 calls per hour -- less than 5 minutes per call. Even factoring voice mails, no answers, etc., with any type of information gathering -- or email sending -- you are aiming for under 3 minutes per call.

It's difficult to give personalized, quality attention -- or even the perception of such -- with that type of work-flow model. But yes, that can be a viable cattle-herding approach. I've seen large groups employ this approach with results that make it difficult to argue against from an ROI standpoint.

 

[joe.pistell]

I've seen numbers like that, but...[snip].... There are 480 minutes in an 8-hour work day. 100 calls in that span is 12.5 calls per hour -- less than 5 minutes per call. Even factoring voice mails, no answers, etc., with any type of information gathering -- or email sending -- you are aiming for under 3 minutes per call.

It's difficult to give personalized, quality attention -- or even the perception of such -- with that type of work-flow model. But yes, that can be a viable cattle-herding approach. I've seen large groups employ this approach with results that make it difficult to argue against from an ROI standpoint.

Not if your had Uncle Joe's Up Dialer System!

 

[john.quinn]

That's awesome! MAX your time! Great tool for a call center. This example is a call center following-up on a campaign. The point is still valid however that there are pros and cons to handling ILM via call center. One of our groups has (almost) this exact set-up.

How do you make 58 calls an hour when someone starts asking, "Is that the 3.2 cylinder V6 in that unit?"

For my stores, more cons than pros. Back to the "quality vs. quantity" approach. The marriage of both is the real trick...

 

[kcar]

Not if your had Uncle Joe's Up Dialer System!

Or Skype + Subscription + Program scripts and you can do the same thing. I'm just saying, but that's pretty cool though.

 

[ddavis]

I don't know how long I would want to be hooked up to that robo call system. It would be much like Henry Ford speeding up the assembly line.

 

[joe.pistell]

It's not for fresh leads or follow ups, it's for campaigns.

• Idle/old prospects
• Past Customer Campaigns (call/mail/call)
• A New Rep's prior customer list
• Recalls
• etc...

If you can create a sales theme*, generate a call list and dump it to a spread sheet, then this tool can work.

*Past Customer Trade-in Campaign: "...the boss is looking for cars like your _____, we'd like to make you an offer..."

 

[ddavis]

Joe, I'm glad you cleared that up. I thought this might be part of your ISM disciplinary system ..some where between a verbal warning and the whipping post.

 

[joe.pistell]

Joe, I'm glad you cleared that up. I thought this might be part of your ISM disciplinary system ..some where between a verbal warning and the whipping post.

Speaking of the "ISM disciplinary system" I've got reps all over the place. Do you have a system that tracks outbound calls (are they really calling?)?