This presentation highlights five key metrics every inside sales manager could start with to analyze the productivity of his/ her sales team.

1. Key Metrics for Inside Sales Teams
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should not be treated as views of the organization.
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2. 1
Calls Dialed (“Dials”)
It is important to know how many times
a day your team is dialing the phone for a
couple of reasons. The first is obvious, it
gives you insight into the productivity of
each rep. But, be careful, more calls
don’t necessarily lead to more sales. Call
quality is more important than quantity.
Remember a quality 10 minute conversation is usually more
valuable than 10 no answers or voicemail messages
The number of calls in a day also help
you determine the size of contact
database required to keep your reps fully
utilized.
AAyuja Internal and Confidential © 2012

3. 2
Calls Connected (“Connects”)
Dials are good, but connects are better
Dials are good, but connects are better.
Connects measure how many times your
reps successfully connect the call and are
actually speaking with the person they
called. Like dials, understanding this data
this will have a direct impact on
productivity. It also helps you determine
if you are calling the right people at the
right time. If you notice a blip in your
connect rate, you may want to review
the quality of any recently purchased
prospect lists.

4. 3
Calls by Time of Day
When are your reps making the most
calls and the most connects?
It’s also good to know if calls are being
made consistently throughout the day. If
all of your reps take lunch at noon and
no calls are made, it might be worth an
experiment to see if chaining the lunch
time for some reps results in more
connects. Also, take a look at the actual
lead conversion rate by the time of day.
If most of the calls are occurring between 8:00 AM
and 10:00 AM but most of the connects happen in
the afternoon, you might want to rearrange your
reps daily schedule

5. 4
Talk Time
Talk time is typically, but not always, directly
related to quota attainment
Not all connects are created equally. It
takes time to establish a relationship
with a prospect and share your
company’s value. Understanding which
reps spend the most time actually
speaking to prospects can give you
insight into which introductions and call
practices work best. Talk time is typically,
but not always, directly related to quota
attainment. There tends to be
a Goldilocks Principle in effect so look for
your sweet spot.
AAyuja Internal and Confidential © 2012

6. 5
Outlier Conversations
“What gets measured gets done, what gets measured and fed
back gets done well, what gets rewarded gets repeated.” - John
E. Jones
When you start to analyze calls with
these metrics, you will notice fairly
consistent patterns. To truly understand
rep productivity, you should look more
closely at calls that don’t fit the pattern.
For example, an hour long call to a phone
number that is not in your CRM is
probably not a sales call. If this is
happening frequently, you may have a
productivity issue.
AAyuja Internal and Confidential © 2012

7. 5
Outlier Conversations
“What gets measured gets done, what gets measured and fed
back gets done well, what gets rewarded gets repeated.” - John
E. Jones
When you start to analyze calls with
these metrics, you will notice fairly
consistent patterns. To truly understand
rep productivity, you should look more
closely at calls that don’t fit the pattern.
For example, an hour long call to a phone
number that is not in your CRM is
probably not a sales call. If this is
happening frequently, you may have a
productivity issue.
AAyuja Internal and Confidential © 2012