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Companies deal with a bunch of problems on a daily basis. Depending on where you are in your growth cycle, your problems could range from billing to product features to tech to business. The standard way of dealing with these problems follows a process. It starts with looking at priorities, resources available, creating the documentation, etc. And all of this takes a long time. A large company has the time for to follow these processes. However, these problems are more pressing in a startup and need to have a faster turnaround time.  The challenges amplify in a startup environment because,...

Blog

As of April 20th, 2016, Exotel is four years and 10 months old as an organisation. In the start-up investor jargon, Exotel is a VC-funded, high-growth start-up. Our home-grown on-demand cloud telephony services, powers over 1000 businesses of all sizes and shapes.Now, if that’s a lot to take in in one go, welcome to the startup world. This sense of overwhelm is the reason employees and entrepreneurs alike find it fascinating.  The la-la-land of startups Entrepreneurs are storytellers of the modern age. They know that the most famous stories are simple. The story's appeal is founded on fundamental human emotions. There is...

exotel southeast asia expansion

திரைகடல் ஓடியும் திரவியம் தேடு   “Go forth riding the waves and seek fortune” - is the rhyme of the ancient Indian mariner. For centuries, the spice islands of the far east were a source of adventure and inspiration to the mariners of the yore. Some of us grew up hearing tales of the jewelled wicket gates of Srivijaya, the splendour of the bathing ghats of Sumatra and were filled with the fascination of these fabled lands.Different times, different circumstances, as we get ready to cross the heady seas. After four and a half years of our adventures in India, Exotel is off to...

Account-Management-blog

An SME guide to measurement and optimisation of your Sales and Account Management effort

If you can measure it, you can improve it

Corollary

You can’t manage what you don’t measure. And the important stuff can’t be measured.

In the technology space, things such as quality of code can be measured with reasonable accuracy. In business operations space though, how do you measure how well your Account Managers talk to their clients? It’s not an easy metric to quantify and to measure. At least it isn’t straightforward. So, we will park that problem for future generations of Operations Engineers.

What we can start measuring though is the amount of time spent by the Account Managers on their clients. That’s a good place to start measurement to optimise account management effort.

If you are a Small/Medium company, there are very few tools around that help you measure the team’s performance. Consequently, there is a danger that you there are some metrics dragging you down, but you don’t realise it because you aren’t measuring it.

One late-winter morning, our colleague Avinash pulled out the following data point from Exotel reports .

call pick up ratio The bars in Blue indicate the pick-up ratio for incoming calls, — the percentage of calls picked up rightaway when a client call Exotel. The bars in Orange indicate the pick-up ratio for outgoing calls — the percentage of calls initiated by Account Manger picked up by clients.

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Telecommunications in India is regulated by the Telecom Regulatory Authority of India(TRAI). The TRAI 13th Amendment to the Telecom Commercial Communications Customer Preference Regulations, 2013, now has a clause which might impact your business directly.Exotel is a business phone system on the cloud. At the foundation of the Exotel Cloud cloud is the concept of shared infrastructure. By definition, the Cloud relies on sharing of resources to achieve economies of scale. Sharing resources and virtualisation are the reasons why our clients get Business Phone services at affordable rates. As with all cloud providers, Exotel shares telephony resources intelligently between clients. While this is...

startup-splash

Or how in Exotel, Sales learnt to embrace Technology.Allow me to start off with a disclaimer. Most earlier posts in Exotel were written by people who knew what they were doing. This post is more an account of a tech-centric approach to handling Sales in a relatively new industry. It's the story of how we brought down the sales cycle from 90 days to 3 days.Before we talk of the technologies involved, I thought it will be a good idea to set some context. Technology is not the panacea to the world problems.[caption id="attachment_3511" align="aligncenter" width="300"] Technology ain't no panacea[/caption]It...