Infopoll – Member Survey results

March 2017 Infopoll Results:  Profit Margin Breakdown

  1.  What is your percentage of net wages to revenues? (Wages includes all CSR wages, excluding any benefits and government deducations)

7 responses: Range in percentage

27.3                 30                        36                        38                        39                        40                        54

Median: 37.75%

2.  What is your percentage of marketing to revenues? (Marketing expenses include trade shows, online marketing initiatives, Directory listings, marketing support employees, etc)

7 responses: Range in percentage:

1                         1                            3                           4                           5                            5                            8

Median: 4%

3.  What is your percentage of telephony costs to revenues? (Telephony includes all telephony charges related to your business)

6 responses: Range in percentage:

1.2                        2                           4                           4                           5                            6

Median: 3.7%

4.  What is your profit margin?

7 responses: Range in percentage:

20                     21                         27                         28                        29                        30                        30

Median: 26.42%

February 2017 Infopoll Results:  Snapshot of your agent pool

  1.  What is the gender breakdown of your agent pool?15 responses:  Range in percentage:
    Female Male
    50 50
    55 45
    68 32
    75 25
    79 21
    80 20
    80 20
    80 20
    81 19
    82 18
    85 15
    86 14
    95 5
    97 3
    100 0
  2. What is the average age of your agents?16 responses:
    Age
    23
    25
    26
    27
    27
    29.5
    30
    31
    33
    35
    35
    35
    37
    40
    43
    45
  3. What is the average tenure of your agents over the last 5 years?

16 Responses:

tenure
1
1
1.5
2.4
3
5
6
6
6
7
7
7
7
8
8
9

4.  What is the number of part time vs full time agents in your centre?

16 Responses:

FT PT
44 56
45 65
50 50
61 39
65 35
69 31
76 24
80 20
81 19
84 16
88 12
90 10
95 5
97 3
98 2
100 0

General Comments:

  • We are not running a business.  We are running an Adult Day Care Center.
  • Our turn over seems to go in waves.  We will have a good group for a while and then it starts to fade and fall apart.
  • Last year was our worst turnover year in over 20 years!  It was the hardest year to hire and train as well.

January 2017 Infopoll Results:  Sales re-invested into your business

  1. What percentage of your sales do you re-invest back into the following areas of your business?

Standard Advertising:

11 responses: Range in percentage:

0 0 0 .3 .5 .5 1 1 1.7 2 4-5

 

Web Advertising:

10 responses:  Range in percentage:

0 1 1 1 1.1 1.5 3 4 4 4

 

Staff Motivation:

12 responses:  Range in percentage:

.5 .5 .75 .75 1 1 1.5 2.3 3 7 40 ?

Comment: Not sure how to calculate that.

 

Client appreciation:

11 responses:  Range in percentage:

0 0 0 0 0 0 .5 1 1 2 ?

Comment:  Not enough – not sure how to account for that

 

General Comments:

  • Any customer appreciation would be included in standard advertising
  • I don’t break out these categories as percentages. All sales and marketing activities, including client appreciation is 7-9 percent of sales
  • 60% business improvements
  • Makes me think
  • We do not quantify the items you have asked about, so this is interesting

 

December 2016 Infopoll Results:  Inbound Sales Leads & Compensation

  1. Who handles inbound sales leads?

19 responses: sales person(s), sales team, business development

  1. Do you pay commission on leads sold?

Yes: 18/19             No:  1/19

  1. If so, what is your commission structure?

Salary: 1/19           Salary + Commission:  16/19                 Commission only:  2/19

  1. What’s your current closing rate?

Not sure: 2/19

Range in percentage:

11 13 16 18 18 20 20 22 25 28 30 39 45 55 60 67 85

Comments:

  • Our closing ratio is brought down due to internet leads, our referral closures is almost 100%
  • If we do not close it is usually always over price
  • We pay a monthly draw of approximately $4K. Commissions are calculated every six months at 3 times the average TOTAL monthly revenue received as a result of the new sale. The difference between the draw and the commission is paid out every six months.
  • More information on commission structure would be helpful along with the base information – even if in ranges.
  • We get most business from referrals. We do have a referral program for our clients and others

 

November 2016 Infopoll Results:  Wages for Frontliners

  1. What is your hourly rate for new CSRs?

Low: 9.00     High:  18       Median:  11.99

  1. What is the highest rate currently being paid for CSRs?

Low: 12.00   High: 21.00   Median:15.84

  1. Do you pay shift premiums for working nightshift? If so, average amount?

No:   15/38

Low: .50       High:  2.50   Median: 1.25

Other: 5% premium an hour, 30 minutes extra for lunch break

  1. Do you pay a premium for weekend shifts? If so, average amount?

No: 29/36

Low: 1.00     High:  2.00    Median:   1.20

Other: Premium on Friday and Saturday only, 3 answered for Sunday only

  1. What is your hourly supervisor wage?

Low: 12.00   High: 27.00   Median: 17.36