The problem
What was going wrong
The manager had a general idea of who was underperforming, but no numbers. Without data, coaching, performance plans and hiring decisions came down to gut feel.
What we did
The fix
- 1
Build a points dashboard on clear KPIs
- Lead to qualified lead rate
- Lead to sale rate
- Average talk time, qualified vs non-qualified
- Cancellation rate
- Incomplete tasks, total and per agent
- Reasons for non-qualification, compared peer to peer
- 2
Track email and SMS permissions
Inbound call leads with an email captured, and inbound leads agreeing to SMS follow-up. If agents are not collecting permissions, the nurture automation falls apart.
- 3
Hold a 100% call-to-note ratio
Every inbound or outbound call gets a note on the lead in the CRM.
- 4
Turn the data into action
- Benchmarks and targets based on peer averages and past performance
- Training aimed at each rep’s weak spots, like low email capture or long talk time
- A 30- or 60-day window to measure improvement
- Hiring or replacement decisions backed by the numbers
The result
The company scaled from 50 inbound calls a day to over 500 without sacrificing lead quality or consistency. Reps who were missing goals were spotted early: those who responded to coaching stayed, and the data justified training, performance plans and new hires.