Empowering contact center excellence for 30 years!

Definition of Conversion Rate

Sales in the Call Center

May 04, 2007

What is the proper definition for "closing ratios" or "conversion rates"? -- Terri



  • Mohamed Haqqi Posted at 12:00AM on May 18, 2007

    Hello, Conversion Rate (CONV) is the percent of contact calls made that become verified sales. You can achieve this rate by dividing the number of sales into the number of contacts. -- Mohamed Haqqi, Cook Door, Egypt

  • Kurtis Amble Posted at 12:00AM on May 18, 2007

    Our conversion rate is measured on the number of reservations(we are a hotel call center) against the number of calls. If our agents take 100 calls, and make 20 reservations they have a 20% conversion rate. We have researched and in most sales industries conversion rates average from 15-30%. Ours is 20%. -- Kurtis Amble, Great Wolf Resorts

  • Lukas Jezek Posted at 12:00AM on Dec 14, 2007

    There could be two points of view regarding conversion rate. Either you measure gross conversion rate, which means leads/succeeded sales from all incoming calls, or net conversion rate, which means leads/succeeded sales from relevant calls only. I use net conversion rate because I included conversion rate in operators' bonus system. It would not be proper to evaluate operators' success rate from results such as kids/spiteful calls, etc. -- Lukas Jezek, Provident Financial

Please sign in to contribute an answer. If you don't have an account you can register for free here.

Question Search

Need help with something specific? Search our entire QueueTips section to find it.

Can't find what you're looking for in a current QueueTips post? Submit a new post to us!