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Hey everyone, I’ve been running outbound campaigns for a while now, but I’m honestly struggling to figure out which KPIs really tell me if my efforts are paying off. I mean, there’s connect rate, average handling time, conversion rate… but sometimes it feels like focusing on one metric messes up the others. How do you all decide which numbers to track closely without overcomplicating things?

[ValensiaRomaro]

Oh, I’ve definitely been in the same boat! What I’ve learned from managing a few sales teams is that it really helps to prioritize KPIs that give actionable insights rather than just raw numbers. For instance, connect rate is great for understanding if your dialing strategy is effective, but without tracking CPA (cost per acquisition) or conversion per agent, you don’t really know the quality of those connects. Tools like AutodialerSoftware https://autodialersoftware.io/ make it a lot easier because you can get real-time dashboards that show connect rate, average handling time, cohort analysis, and even heatmaps for time-of-day performance. That way, you can see which campaigns or agents are actually producing results instead of just making calls. Personally, I also like combining the analytics with quality checks—like listening to a few calls per agent—to make sure higher connect rates don’t come at the expense of terrible customer experience. It’s a bit of a balancing act, but having a tool that consolidates metrics in a visual way saves hours of guesswork.

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