Cold calling: What is going wrong?

Hi Rick,

apologies accepted. I didn't accept it before, not because I am arrogant.

I put you on my ignore list and I was just writing blank random post to yours, because I assumed you were giving me ****. I assumed you were a simple bully with anger issues and I painted with a very broad brush.

You've given me a hard time. So be it, it is water under the bridge, I understand if trolls have been giving your forum a hard time, I can accept that, I don't take it personally.

I didn't make those dials. Was my original Misleading? Apparently. Intentionally so? Absolutly not. I am not a telemarketer. I started a telemarketing operation because my strength lay in my knowledge of programming and networking. I am not much of a salesman and have never pretended to be one.

The kind of setup I have is much superior to more established businesses who cold call and it was established at a fraction of a cost.

I hired two telemarketers and they simply aren't selling. . The machines are working as they should. Between the two of them, they made those 5000 calls.

The stats for the agents are the following.

Agent 1 has been around for two week, during this time he made:

AGENT TALK TIME AND STATUS: [DOWNLOAD]
STATUS COUNT HOURS:MM:SS
A 111 23:45
B 20 23:11
CALLBK 962 14:45:10
CP 46 55:26
DC 36 10:30
DNC 34 18:40
INCALL 3 3:31
N 74 35:07
NI 338 5:55:27
SALE 1 0:08
WN 46 22:41
XFER 2 2:32
TOTAL CALLS 1673 23:56:08

(NOTICE THERE IS ONE SALE, however IT ISN"T A SALE, the agent made a mistake. As you can see the total time spent on SALES calls is only 8 seconds long)

The second agent arrived this monday, during this time he made:

STATUS COUNT HOURS:MM:SS
A 70 24:11
B 3 1:59
CALLBK 542 8:01:41
CP 31 17:12
DC 88 34:18
DNC 20 24:45
N 7 7:05
NI 195 2:36:22
WN 11 9:39
TOTAL CALLS 967 12:37:12

The numbers don't add up to more then 2500. The reason why is that the agent does not technically dial. The server dials and connects the answered call to the next available agent.

This is the report for the campaign they are working on right now:

Outbound Calling Stats 2012-07-13 18:10:37

Time range: 2012-07-02 00:00:00 to 2012-07-13 23:59:59

---------- TOTALS
Total Calls placed from this Campaign: 6661
Average Call Length for all Calls in seconds: 21.58

---------- HUMAN ANSWERS
Total Human Answered calls for this Campaign: 2549
Average Call Length for all HA in seconds: 47.79 Total Time: 33:50:21

---------- DROPS
Total Outbound DROP Calls: 349 5.24%
Percent of DROP Calls taken out of Answers: 349 / 2549 13.69%
Average Length for DROP Calls in seconds: 8.76
Productivity Rating: 0.44

---------- NO ANSWERS
Total NA calls -Busy,Disconnect,RingNoAnswer: 3740 56.15%
Total auto NA calls -system-set: 3502
Total manual NA calls -agent-set: 238
Average Call Length for NA Calls in seconds: 19.62

---------- CALL HANGUP REASON STATS
+----------------------+------------+
| HANGUP REASON | CALLS |
+----------------------+------------+
| CUSTOMER | 427 |
| AGENT | 2375 |
| QUEUETIMEOUT | 321 |
| ABANDON | 28 |
| NO ANSWER | 3510 |
+----------------------+------------+
| TOTAL: | 6661 |
+----------------------+------------+

---------- CALL STATUS STATS
+--------+----------------------+----------------------+------------+----------------------------------+----------+
| | | | | CALL TIME |AGENT TIME|
| STATUS | DESCRIPTION | CATEGORY | CALLS | TOTAL TIME | AVG TIME |CALLS/HOUR|CALLS/HOUR|
+--------+----------------------+----------------------+------------+------------+----------+----------+----------+
| A | Answering Machine | UNDEFINED | 190 | 52:42 | 0:17 | 4.76 | 1.16 |
| AB | Busy Auto | UNDEFINED | 62 | 0:00 | 0:00 | 1.55 | 0.38 |
| B | Busy | UNDEFINED | 34 | 37:46 | 1:07 | 0.85 | 0.21 |
| CALLBK | Call Back | UNDEFINED | 1555 | 23:00:19 | 0:53 | 38.94 | 9.48 |
| CP | Corporate | | 83 | 1:17:24 | 0:56 | 2.08 | 0.51 |
| DC | Disconnected Number | UNDEFINED | 135 | 46:05 | 0:20 | 3.38 | 0.82 |
| DNC | DO NOT CALL | UNDEFINED | 61 | 46:19 | 0:46 | 1.53 | 0.37 |
| DROP | Agent Not Available | UNDEFINED | 349 | 50:57 | 0:09 | 8.74 | 2.13 |
| INCALL | Lead Being Called | UNDEFINED | 2 | 3:31 | 1:46 | 0.05 | 0.01 |
| N | No Answer | UNDEFINED | 105 | 1:54:09 | 1:05 | 2.63 | 0.64 |
| NA | No Answer AutoDial | UNDEFINED | 3440 | 0:00 | 0:00 | 86.15 | 20.98 |
| NI | Not Interested | UNDEFINED | 573 | 9:06:44 | 0:57 | 14.35 | 3.49 |
| NP | No Pitch No Price | UNDEFINED | 2 | 1:36 | 0:48 | 0.05 | 0.01 |
| PDROP | Outbound Pre-Routing | UNDEFINED | 4 | 0:00 | 0:00 | 0.10 | 0.02 |
| SALE | Sale Made | UNDEFINED | 2 | 0:59 | 0:30 | 0.05 | 0.01 |
| WN | Wrong Number | | 61 | 33:56 | 0:33 | 1.53 | 0.37 |
| XFER | Call Transferred | UNDEFINED | 3 | 3:27 | 1:09 | 0.08 | 0.02 |
+--------+----------------------+----------------------+------------+------------+----------+----------+----------+
| TOTAL: | 6661 | 39:55:54 | 0:22 | 166.81 | |
+------------------------------------------------------+------------+------------+---------------------+----------+

(there were two other sales recorded here, however these weren't sales. these were agent mistakes, the two "sales" made account for less then a minute each)



If that fails to convince you and you think I somehow invented or copy/pasted those stats, well, I don't have the time to explain how the dialer is working and patch up the disparencies.
I have every single calls that connected on record. I can't PM, so please forward me your e-mail and I will send all of them by parts to you if that is what it takes to get competent help.

Every single mp3 is individually marked with the date, hour,and the outbound number that is being called.

As for me being your pet project, don't worry, it isn't my style to overstay my welcome. Furthermore, this whole calling each other "warrior" thing seems to be lacking in taste to me.

Montreal, Canada.