Inside Sales Key Performance Indicators (KPIs) are mostly defined by managers from the top of the organizational hierarchy down.
They gather and report the information that KPIs provide to their executive managers and other stakeholders. As quantifiers, these key performance indicators identify and locate crucial problems. The information provides benchmarks upon which management decision makers can build strategic plans and futures.
However, if viewed from the bottom up, well-chosen key performance indicators will also provide engagement and motivation for the staff involved. For inside sales reps, for example, clearly communicated KPIs measure their performance, suggest their needs-to-improve, and incentivize their productivity.
Forming a plan for Inside Sales Key Performance Indicators
Any organization has myriad KPIs. Anything and everything that you can measure is an index of performance. You can count days absent, reprimands delivered, customer complaints, calls received, emails sent, and many more quantifiable tasks. But, as Inside Sales Manager, you have to think what is the best fit for your specific accountability, what inside sales key performance indicators will energize your inside sales reps to “hit your numbers.”
- Do not forget department housekeeping. Managers must monitor typical workplace behaviors, such as time and attendance, paperwork and teamwork, and etiquette and ethics. But, these are not key performance indicators specific to inside sales performance management.
- Set aside administrative metrics. All inside sales reps share some core tasks. You should measure them on the number of dials, faxes generated, voice mails left, or emails sent. All inside sales reps share accountability for basic clerical and administrative functions. Good department administration requires the functions, but they do not add up to key performance indicators for the inside sales reps.
- Create a menu for KPIs. You need to settle on a list of inside sales key performance indicators specific to your business sector, product line, and business goals. Sales managers often list metrics like the following:
o Appointments set and kept
o Product demonstrations held
o Leads generated and qualified
o Inbound or outbound talk time
o Proposals made or sent
o Revenue from closed sales and from renewed sales
- Keep your list of KPIs clear and short. You can shift and cycle inside sales key performance indicators rather than confuse or muddle the picture with too many. A public dashboard can feature one set of KPIs for the month; another may display continuing performance. Short-term sales contests may measure certain indicators while long-term incentives reward others.
Inside Sales Key Performance Indicators – conclusion
The heads up inside sales manager will select, structure, and communicate key performance indicators for strategic reasons. Absent a strategic purpose, KPIs lack focus, purpose, and results.
Much more needs to be said about the specific KPIs and how they work. And, that deserves analysis and conversation larger than this piece. We invite you to contribute to a continuing thread on the topic of productive inside sales key performance indicators of inside sales reps
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