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Top 10 Telesales KPIs You Need To Know

Published on August 26, 2021
Last modified on September 18, 2023

Did you know that 44% of telesales agents give up on prospects after one follow-up call?

Your telecallers’ performance directly affects customer experience. Moreover, this acts as the key brand differentiator for any business. This performance is measured by telesales KPIs.

Customer experience is the battlefield of this era. Customer satisfaction is the key that drives any business towards the victory of this battle. 

In this article, we will examine the top telesales KPIs you should focus on to optimize your telecallers’ performance.

10 Key Telesales KPIs You Should Remember

When it comes to your telecallers’ performance, there are truly several different aspects to consider. However, telesales KPIs make up a huge part of it.


Here are some of the most important telesales KPIs you should keep in mind:

1) The Conversion Rate

How many calls have your telecallers been making per day and how many of them were successful? This is one of the telesales KPIs that helps you track the number of calls to understand the conversion rate. 

NeoDove is a telecalling CRM solution that allows you to evaluate various telesales metrics. NeoDove can help you track the total number of calls, the calls that had been connected and not connected, the calls that had been rescheduled and more. 

Important Note

Measuring telesales KPIs gives you a better picture of both your leads and your telecallers’ performance.

2) Number of Calls Assigned Per Telecaller

This is one of the telesales metrics that tracks the efficiency of your telecallers. Telecallers who are motivated to make more calls will increase the success rate of the campaign’s effort. 

With NeoDove’s telesales KPIs, you can keep a real-time track of your telecallers’ performance and efficiency based on allocated work. And, with the “tags” feature, you can track how many warm, hot and cold leads each telecaller is handling.

NeoDove also comes with an automated dialer that further optimizes your telecallers’ performance and shortens time consumed to make calls.

3) Average Call Abandonment Rate

This is one of the telesales KPIs that indicates the number of callers that hang up before being connected to any telesales agents.

The average call abandonment rate is a major factor in assessing your telecallers’ performance. It is a telesales metric that gives you an indication of customer satisfaction.

4) Average Handle/Talk Time

This telesales KPI tells you about the average time spent by a telecaller to complete an interaction with a customer to achieve a conversion. Keep in mind that the longer the pitch, the lower the success rate.

NeoDove helps you build customizable telecalling scripts for your telecallers. These scripts allow your telecallers to stick to the essentials, obtain relevant customer information and boost telecallers’ performance.

5) Closure Rate

This telesales KPI indicates the number of leads that were closed compared to the total number of targeted prospects. 

NeoDove helps you keep track of this telesales metric along with the information of which telecallers helped close deals. In this way, closure rate is one of the most important telesales KPIs that helps track your telecallers’ performance.

6) Call Quality Analysis

It’s a straightforward telesales KPI that measures the level of customer satisfaction with a product, service, or interaction. The easiest way to gather this information is by getting customer feedback through surveys.

With a sales engagement tool like NeoDove, you can easily keep track of telesales metrics. These telesales KPIs need to be considered to achieve strategic business success. 

Moreover, these telesales metrics help you gain powerful insights that will help you improve the level and quality of service that your telecallers provide to your audience.

7) Sales Per Hour

Amongst telesales KPIs, sales per hour is a powerful metric that assesses the productivity and efficiency of your telesales team. It calculates how many sales a representative closes in an hour. 

A High SPH indicates that your team is adept at turning calls into successful sales within a short timeframe. Achieving a high SPH typically involves effective call handling, persuasive sales techniques, and efficient use of time. 

By monitoring SPH, you can identify top performers and set performance benchmarks for your team.

8) Agent Turnover Rate

Agent Turnover Rate is a telesales KPI that reflects the frequency at which employees leave your telesales team. High turnover can be a red flag, signaling issues like poor working conditions, inadequate training, or job dissatisfaction. 

Reducing turnover is essential for maintaining a stable, experienced workforce. A low turnover rate indicates that your team is content and engaged. Thus, resulting in better continuity, improved customer relationships, and lower hiring and training costs.

9) Cost Per Lead (CPL)

Cost Per Lead is a financial telesales KPI that measures the expenses incurred to generate each potential customer’s lead. Calculating CPL involves dividing your marketing expenses by the number of leads generated. 

A lower CPL suggests efficient marketing practices, where you’re acquiring leads at a reasonable cost. Moreover, tracking CPL helps allocate your marketing budget wisely, identifying high-performing marketing channels and optimizing your strategies to achieve a better ROI.

10) Lead Loss Rate

Lead Loss Rate evaluates how many leads drop out of your sales funnel before converting into customers. In this telesales KPI, a high lead loss rate indicates inefficiencies in your sales process. For example, ineffective lead nurturing or communication breakdowns. 

Understanding why leads are lost allows you to make necessary improvements in your sales techniques, enhancing lead conversion rates. This KPI encourages you to focus on building stronger customer relationships and refining your sales approach.

Also Read: 5 Reasons You Need a Telecalling CRM

How can you improve your telecallers’ performance?

The key to improving your telecallers’ performance is by tracking telesales metrics. You need to constantly measure and improve the telesales KPIs or Key Performance Indicators (KPI) of your telecallers. 

This has to be done with the help of solid and reliable telesales metrics. In fact, these telesales KPIs can even affect customer satisfaction and employee retention.

Important Tip 

Leverage technology to integrate telesales KPI tracking seamlessly into your operations. You can implement a telesales CRM system to get real-time access to KPI data. 

Why is NeoDove the right software to monitor your telesales metrics?

Without the right tool, your monitoring strategy will not be as efficient as it should be. NeoDove serves as the right call center management software to track telesales metrics and optimize your telecallers’ performance because: 


With NeoDove, you can tailor the system based on the size, scale, and needs of your business. Moreover, it can be easily accessed from any mobile device.

It guarantees paramount security and privacy of your data. Furthermore, users can access the platform based on the hierarchy of each user. Therefore, each user will have his own credentials to access the customized information.


It provides you with the telesales KPIs you need to assess telecallers’ performance, leads and the overall sales performance.

Overall, NeoDove provides you with all the necessary tools to manage your sales and telecallers’ performance. Learn how to get your telecalling team sales-ready with NeoDove.

Also Read : Different Ways To Execute Outbound Telecalling Campaigns


If your company relies heavily on telemarketing and telesales agents, it is important that your telecallers’ performance is always up to the mark. 

This is the reason why your business needs to track telesales metrics. 

In the above content, you must have learned all about important telesales KPIs that you need to track. Keeping track of these telesales metrics can help you immensely in your telemarketing strategy for the future.

By carefully studying your telesales KPIs, you too can optimize your telecallers’ performance!

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