Telesales Report

1. What is a Telesales Report?

The Telesales Report is a detailed statistical report on customer care activities via telephone (Telesales) over a specific period. This report provides businesses with information such as the number of calls made, success rate, number of potential customers, number of orders generated, etc. It helps evaluate the effectiveness of telesales activities and identify areas for improvement.

2. Telesales Report Permissions

To view the telesales report in the system, users must be granted permission for the KPI Report -> Telesales Report function.

Access: View your own telesales reports.

View All: View telesales reports of all employees in the system. Department managers can, by default, view the telesales reports of their subordinates.

3. Telesales Report Overview

Navigate to Reports -> Telesales Report. The screen will display the following information:

Report By: Filter reports based on the person in charge of the customer or opportunity.

Person in Charge: Select employees, departments, or all to view telesales reports for all employees (if reporting by opportunity owner, related campaign selection will be shown).

Customer Source: Choose the customer source to generate the report.

Customer Group: Choose the customer group to generate the report.

Customer/Opportunity Creation Time: Specify the time when customers were created in the system or added to a campaign.

Call Time: Specify the time of phone calls made to customers.

Order Creation Time: Specify the time when customer orders were created. Only includes orders that are active and in the following statuses: pending approval, approved, in delivery, or completed.

Appointment Time: Specify the time when tasks were scheduled with customers. Tasks must be active and not deleted or canceled.

Detailed telesales report table.

4. Telesales Report Details

The detailed telesales report table includes the following information:

Person in Charge: List of individuals responsible for customers/opportunities.

Customers: Total number of customers/opportunities managed by that person.

Unassigned: Total number of customers/opportunities with no assigned owner.

Telesales: The system automatically counts outgoing calls from the employee’s extension to customer phone numbers, from the reporting time to the current time.

Calls Made: Total number of customers/opportunities called (whether answered or not).

Successful Calls: Total number of customers/opportunities where the customer answered (call duration recorded).

Missed Calls: Total number of customers where the call was missed.

No Calls Made: Total number of customers not yet called.

Appointments: Number of tasks (type: Appointment) created for customers (can be created by the responsible person or someone else), counted from the time of the call to the present.

Scheduled: Customers with appointments created.

Completed: Appointments that were completed.

No Appointments: Customers with no appointment tasks created.

Orders:

Orders: Number of orders created for customers (by the person in charge or others), counted from the time of the call to the present.

Order Value: Total value of the orders placed by the customers.

Amount Collected: Total amount collected from customers.

Outstanding Debt: Total remaining debt from customers.

No Orders: Customers who have not placed any orders.