The plan focuses on enhancing the performance of sales support staff through well-defined metrics. These metrics include "Quote Turnaround Time," which measures responsiveness, and "Quote Accuracy Rate," aiming for precision in quotes. Metrics like "Project Completion Rate" and "Customer Satisfaction Score" emphasize efficient project completion and customer happiness. "Number of Projects Managed" reflects the workload handling capability.
By prioritizing these metrics, organizations can effectively track and improve key performance areas, ultimately leading to better sales support and customer satisfaction. For example, quick quote turnaround and high accuracy reduce delays and errors, boosting client trust. A high customer satisfaction score highlights the importance of exceptional service.
Top 5 metrics for Sales Support Performance
1. Quote Turnaround Time
The average time taken to respond to a quote request from initiation to delivery.
What good looks like for this metric: 1-2 business days
How to improve this metric:- Automate standard portions of the quote process
- Prioritise quote requests based on urgency
- Train staff on efficient quote management techniques
- Use templated responses for common quote requests
- Increase collaboration with other departments for quicker information gathering
2. Quote Accuracy Rate
The percentage of quotes that are accurate upon first delivery without needing adjustments.
What good looks like for this metric: 95%
How to improve this metric:- Implement a standard checklist for quote preparation
- Regularly update pricing and terms in quote templates
- Provide regular training on product knowledge
- Engage in regular reviews of past quotes to identify errors
- Improve communication with sales and product teams to clarify uncertainties
3. Project Completion Rate
The percentage of projects completed on time and within budget.
What good looks like for this metric: 90%
How to improve this metric:- Develop clear project timelines and budgets
- Assign a dedicated project manager to oversee progress
- Regularly monitor project milestones and adjust plans as needed
- Use project management tools to streamline collaboration
- Conduct regular project debriefs to learn and adapt
4. Customer Satisfaction Score
The average satisfaction score received from customers based on their interactions with sales support staff.
What good looks like for this metric: Above 80%
How to improve this metric:- Deliver regular customer service training
- Request feedback through follow-up surveys
- Ensure prompt responses to customer inquiries
- Create a customer-first culture by recognising outstanding service
- Analyse feedback to identify and rectify recurring issues
5. Number of Projects Managed
The average number of projects managed by a sales support staff member over a given period.
What good looks like for this metric: Depends on the company size and industry
How to improve this metric:- Streamline project management processes
- Offer training on multitasking and prioritisation
- Utilise project management software for better organisation
- Allocate resources based on project complexity
- Encourage cross-training to allow flexible staffing
How to track Sales Support Performance metrics
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your metrics.
