the best practices for lead response management

CONTACTS MADE FROM FIRST DIALS

3

1

The best days to qualify* leads are Wednesdays and Thursdays. The best time to qualify leads is between 4:00 pm and 5:00 pm*Qualification - the stage in the lead nurturing process where the lead is willing to enter the sales process.

CONTACTS MADE FROM FIRST DIALS CONTACTS MADE FROM FIRST DIALS

Mon

Tue

Fri

Wed

Thu

Years of Data

Across many companies that respond to web-generated leads Unique leads

15,000 100,000Call attempts

For the best results, how should companies respond to their leads?

The focus

Best days to make contact Best times to make contact

(1) Maximize results, (2) minimize effort. Many of the results in this study are based on first call attempts, indicating how to get the job done right the first time.

As published in

RESPONSE TIME:

The moment an interested

lead completes a web form

until a sales representative

contacts them.

Contact and qualification rates drop dramatically in just minutes and continue to decrease over the next few hours.

Over 30% of leads are never contacted at all.

By just making a few more call attempts, sales reps can experience up

to a 70% increase in contact rates.

InsideSales.com has emerged as a leader in the rapidly growing sales acceleration market through the application of cloud-based communications technologies and innovative breakthroughs in predictive analytics.

The Best Practices for Lead Response ManagementBased on the research of James Oldroyd, PHD, visiting research fellow at M.I.T. & David Elkington, C.E.O. of InsideSales.com

Mission

2

3 4

500

1,000

1,500

2,000

2,500

3,000

3,500

6 PM5 PM4 PM3 PM2 PM1 PM12 PM11 AM10 AM9 AM8 AM7 AM

0.0

0.5

1.0

1.5

2.0

2.5

Best daysto makecontact

2nd best time to call

Best time to respond:within 5 minutes

Always make at least 6 call attempts

Most reps give up on leads too soon

Best timeto call1,640

1,590

1,980

2,260

2,340

TUESDAY VS. THURSDAY

49%Difference

Tue Thu

0

500

1000

1500

2000

2500

3000

QUALIFYING RATESEarly afternoon vs. Late afternoon

164%Difference

1 - 2 PM 4 - 5 PM

Response time Persistence

0.0

2,000

4,000

6,000

8,000

10,000

5 MINUTES VS. 10 MINUTES

5 Min 10 Min

400%Decrease in odds of qualifying

CHANCE OF MAKING CONTACT

20%

40%

60%

80%

100%

6th5th4th3rd2nd1st

Calls

Call Attempts

AVERAGE CALL ATTEMPTS BY REPS

0%

10%

20%

30%

40%

6th5th4th3rd2nd1st

Sale

s Re

psCh

ance

90%

10x decreaseafter the first5 minutes

2,000

0

4,000

6,000

8,000

10,000

30 Min25 Min20 Min15 Min 10 Min5 Min

Response Time

Cont

acts