I'm currently managing an outbound sales contact centre of around 40 fte and am in the process of looking to develop our MI to include cost and profit v loss. What measures would you recommend are taken into consideration from your experiences? More importantly, can outbound calling be as profiatble as inbound calling from what you know?

Hi Claire, I am also running an outbound telemarketing sales to US and its doing good with weekly payouts. Although we dont share it to our agents, we are using the Sales, OPEX and Profit Budget vs Actuals as management information. In this way you can check revenue cash stream, detailed operating expenses per item and bottomline figures. Regarding your question about profitability of outbound as from inbound, I find the outbound challenging and rewarding as it drives team's capability potential in hitting the targets 300% more way above break even figures. But it all depends where are your center core competencies and expertise lies and focus on it.