Core KPIs for Tele‑Counsellors / Pre‑Sales

1. Lead & Outreach Activity

Number of outbound calls made per day must be between 100-120 depending on connectivity.

Number of outbound emails and follow‑ups must be 50+ per day

2. Lead Qualification & Conversion Report to submit on daily basis

Contact rate: % of calls where the lead picks up or responds

Qualification rate: % of contacts that meet criteria and move to demo or next stage

Counselling appointments scheduled (number and % of qualified leads booked)

Conversion rate: % of demos or queries resulting in enrollment or payment

3. Revenue & Sales Performance

The Percentage of Revenue generated out of converted leads will be attributed to the counsellor.

4. Efficiency & Productivity

2.5 Hours to 3 Hours Talk Time needs to be generated on daily basis. Number of dials will vary on talk time achieved.

Hourly Basis activity on CRM will be evaluated.

5. Follow‑Up & Engagement

Follow‑up effectiveness: Reminders have to be set on CRM & Call back must be done on time.
Not Connected Leads: At least 3 attempts in a day.

6. CRM & Data Accuracy

CRM update compliance: Lead disposal notes, statuses must be entered properly with a proper Pipeline.

Data integrity: accuracy of lead info, consent, and status updates

7. Soft Skills & Quality Metrics

Call quality score: will be decided based on call audits, adherence to scripts, tone, handling objections

Customer satisfaction metrics such as first-call resolution or NPS feedback where applicable

Key Performance Areas (KPAs)

KPA Area      Description

Lead dialing & Outreach: Making initial contact, outbound reach

Lead Qualification: Assessing interest, intent, and fit

Appointment Scheduling : Booking demos or counselling calls

Conversion: Converting leads to enrollment

CRM Management : Logging and managing lead data properly

Efficiency & Productivity : Managing call volumes, talk time, follow-ups

Quality & Support Skills :Communication quality, call audits, customer experience