What is Sales?
Sales departments are responsible for developing leads, generating new business and maintaining relationships with existing customers. They work with marketing teams to nurture leads through the sales funnel, from the discovery through purchase (and repeat purchases). Modern salespeople use various methods to reach customers, including email, phone, social media, direct mail, and text messaging. In some cases, sales representatives are supported by technical subject matter experts and administrative employees to ensure that they spend the majority of their time on high-value customer interactions. Sales activities typically involve a mix of inside (e.g., telesales, email marketing and sales, etc.) and outside sales (e.g., face-to-face meetings and sales consulting) activities to attract, nurture and close sales leads.
Average Handle Time (AHT)
The average number of seconds required to handle a single call within the call center (includes inbound and outbound calls), including any after-call work and/or hold time that is required.
KPI Type : Productivity
Formula : (Number of Seconds Spent Handling Customer Calls / Total Number of Calls Handled)
KPI Benchmark Range : 221-656
Average Speed of Answer (ASA)
The average amount of time (in seconds) a caller must wait before a Call Center representative answers the phone. This number includes the time required to initially answer the call (i.e., s...
KPI Type : Service
Formula : (Number of Seconds Customer Waits for Representative to Answer / Total Number of Calls Handled)
KPI Benchmark Range : 9-110
Calls Handled per Representative
The total number of calls handled (inbound and outbound) by customer service or call center representatives divided by the total number of representatives working for the company over a cert...
KPI Type : Productivity
Formula : (Total Number of Calls Handled / Total Number of Call Center Representatives)
KPI Benchmark Range : 33-71
A typical Sales Department is composed of many common sub-functions, or teams, that work together to develop and nurture relationships with current and potential customers, assist customers in identifying the products or services that fit their needs, and increasing the organization's sales volumes. Browse our sales organization chart page to learn about the roles and responsibilities of each major function. Then, download our org chart template (PDF, Visio, PPT) to further understand sales organizational structure, and support improvement efforts within sales operations.
Check out our sales best practices page to view selected descriptions of work methods that have been proven to produce better results (as compared to other, similar methods). Want more? Download our Sales best practices guide, which provides a healthy selection of valuable best practices that can be incorporated to improve sales operations. There might not be only one "best" way to perform every task. However, there is always a "better" way.