- Dec 4, 2009
- First Name
Time to respond is one of those KPI's that I hate to lead with when speaking to sales people. I've found that speed can kill. Whenever we've beaten any department over the head with "time" (even recon) we get a lower quality product. If I see average response times of 5 minutes, I can guarantee a phone task got pencil-whipped or a crappy template got fired out. I would be happy to see a sub 10-minute average but hand-in-hand with a 25-30% Appointment Scheduled rate (as a percent of leads). I usually only get to response time metrics with a team if all other points don't show an obvious failure point. i.e. made quality attempts on all channels which includes engaging custom email, great voicemail, and text with video all with call-to-action. If those are being completed but KPI's like Contact Rate and Appointment Scheduled is low, then I go to Time. Obviously, you can do all the aforementioned well but if you wait a couple hours to make the attempt, the customer may have already moved on.