Market Overview

NewVoiceMedia research finds US sales reps lose six and a half weeks a year to admin tasks


Lack of automation capabilities syphon significant time, decreasing
the value of CRM software investments

New research from NewVoiceMedia,
a leading global provider of cloud contact center and inside sales
technology, reveals that sales professionals who use a CRM system are
losing an average of six and a half weeks a year completing manual
administrative tasks that could be automated with the right computer
telephony integration (CTI)
investment. When applied over an entire
inside sales team, this represents a productivity loss equivalent to one
and a half reps per year¹.

The study, conducted by global market research firm Opinion Matters,
finds that despite the increase
in CRM software spending
, automation remains underutilized, and 79
percent of sales reps say their business would benefit from advancing
its inside sales technology. Universally, companies are making
significant investments in their CRM platform. A September 2015 survey
from Forbes Insights and Brainshark revealed that 55 percent of US
executives were investing in sales enablement technologies to improve
sales productivity and more than half were making analytics and CRM
software investments (54 percent and 53 percent respectively.) However,
according to NewVoiceMedia's research, 68 percent of sales reps must
still manually update their CRM record after a call. On average, they
spend 32 minutes a day in data entry, which, over the course of a year,
amounts to 17 complete workdays. Additionally, the average sales person
spends 28 minutes a day manually dialing prospects' phone numbers,
amounting to 15 workdays a year – time that could be focused on closing

Specifically, sales teams are neglecting elements of automation that
could be modernized with CTI, and the cost vs. value perception of CTI
is largely misunderstood. The majority of companies (65 percent) believe
cost is the top obstacle to adopting CTI, even though CTI solutions that
integrate with CRM platforms absorb massive costs from administrative

With NewVoiceMedia's ContactWorld technology, Six Pack Shortcuts
reported a savings of 276 minutes per day thanks to its click-to-dial
function, which, coupled with other features, has allowed the
organization to achieve a 500 percent growth in sales. BrightCurrent
also increased its productivity with ContactWorld, handling a 350
percent increase in lead volume since implementation.

"Sales reps who don't have the best, up-to-date technology often feel
behind the curve," says Dennis Fois, President and COO of NewVoiceMedia.
"Our research makes it clear that companies have made definitive efforts
to improve their sales processes, but we are surprised at the amount of
manual effort many sales people still have as part of their position.
Businesses should be investing in automating monotonous and
time-consuming administrative functions, so that sales teams can focus
more on selling."

Other key findings

  • Only 42 percent of sales professionals can identify corresponding
    previous interactions with their prospects and customers, and only 27
    percent have a system in place to intelligently route callers to the
    most appropriate team member.
  • 14 percent of reps reported that they cannot present a local number to
    their prospect, regardless of the region they are currently calling
  • 29 percent of sales professionals' lack technology that can show them
    the hottest leads to follow-up on first.
  • After a lost deal, only 54 percent of sales people solicit feedback
    every time, and five percent never ask.

For more information about NewVoiceMedia and to download the full
research report, visit

¹ Based on The Bridge Group's 2009 Inside Sales Report, which states
that the average inside sales team is 12 reps. 6.4 weeks a year are lost
on average to administrative tasks, per rep.

About NewVoiceMedia

cloud contact center and inside sales platform delivers more successful

The leading vendor's award-winning customer contact platform
helps organizations worldwide build a more personal relationship with
every customer or prospect. It joins up all communications channels
without expensive, disruptive hardware changes and plugs straight into
your CRM for full access to hard-won data. With a true cloud environment
and proven 99.999% platform availability, NewVoiceMedia ensures complete
flexibility, scalability and reliability.

NewVoiceMedia's 700+ customers include MobileIron, Lumesse, Vax,
JustGiving and Canadian Cancer Society. For more information, visit
or follow NewVoiceMedia on Twitter @NewVoiceMedia.

View Comments and Join the Discussion!