So I'm tasking currently a SDR role and my company is expanding the self service platform at a very quick pace and most of the purchases that used to be done over the phone with a rep, now being done online which is fine with me, except that it had a massive impact on the call mix we now receive after the update!!!
The call mixture used to be for those who wanna add a subscription and who wanna cancel around 50/50 each.
Now after the update it almost became 80/20, so my team lost that 30% portion that harmed our Sales Bonus So Badly!!!
Also being a SDR gives me a limited access to prospect through making outbounds during the shift and if not available I would have to make them on my own time after it ends which is not fair!!
Our direct managers though commented on that this is normal and that we need to work harder to cover that difference we lost between before and after!!!
But I don't think it makes any sense because even if we did our best we still wouldn't be able to cover it for the broad variance especially that we can not control the inbound call mix anyhow!!!
So for you Folks especially the SDR savages I need to ask you if have had a situation like this before and how did you manage to handle it and adapt to it!!
And Finally to help me understand if that's normal or not and if any other factors that could participate in getting the call mixture changed!!
Appreciate it a lot,