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Call Center Goals and Objectives

Presentation for Managers' meeting - January 2014
by

nancy whitehead

on 29 January 2014

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Transcript of Call Center Goals and Objectives

PLAN
Capitalize on
key growth areas
Grow
employment
revenues
outbound calling
sell more
upgrades to existing clients
Roll out
new

telesales
programs
Agent-based
real estate programs
Service
advertisers -
MPO
, P&D
STRATEGIZE
Employment
- Introduce and implement new RealMatch products
Telesales
- Launch initiatives for non-traditional or new business
Real estate
- Anticipate recovery and identify
agent-based programs in print and online
Services
- Sell Marketplace Ohio mini-websites to service providers
Small dealerships
- add photos to in-column classifieds for nominal fee
IMPLEMENT
Hire
FEARLESS
sales reps

If you make the calls you get the business...
Outbound/cold calling
on new business - print and online
Outbound/warm calling
on inactive clients
Upselling inbound calls
(particularly with RealMatch)

Evaluate
RealMatch
revenues
Examine
NEW

Telesales
opportunities
online shopping projects
appointment setting
projects previously mentioned
Property's requests - Alliance Top Gun
Call Center Goals
and
Objectives

ANALYZE

Low price point - $50 per month
Agent-focused programs (example)
Keep what we have and get
MORE
!
First quarter 2014 collective
Classified
budget peformance
October classified goal - $342,404
ACTUAL - $35,3830 +$11,426 or 3.3% inc.

November classified goal - $276,048
ACTUAL - $300,975 +$24,927 or 9.1% inc.

December classified goal - $280,896
ACTUAL - $265,849 -$15,047 or -5.4%
102.4% over budget
Quarterly performance
Call Center
and
Telesales
Performance
Record Publishing and Alliance Review

2012 - $67,537
2013 - $115,729

+$48,192 or
71.3% increase
THINK
Grow
revenue in specific categories
Handle
more properties' classified and telemarketing sales in the Call Center
Streamline
customer billing
Determine
profitable
promotions
Fiscal year goals:
Christmas Prestitials
Low price point - $50 per day
Telesales sold $1000 in revenue
Streamline Billing
Explore options
:
1. single bookkeeping database
2. shared services among properties
Full transcript