01
The metrics that matter
Metric
What it measures
What it tells you
Contact rate
What it measures% of leads you've actually spoken with
What it tells youAre we reaching people?
Time to first contact
What it measuresMinutes from when the lead comes in to the first attempt
What it tells youAre we reaching them in time?
Qualification rate
What it measures% of conversations that end with a qualified lead
What it tells youAre we talking to the right people?
Booked appointments
What it measuresMeetings or visits confirmed in the calendar
What it tells youAre we generating business?
Transfers
What it measuresConversations handed to your team, and why
What it tells youWhere do we need a person?
Sentiment
What it measuresHow leads feel during the conversation
What it tells youHow do they perceive your institution?
02
A 30-minute weekly routine
- 01
Check the dashboard
Review how the metrics are trending by campaign and compare them with the previous week.
- 02
Read a sample of conversations
Pick ten: five that ended in an appointment and five that didn't. Look for what sets them apart.
- 03
Group the reasons
Why aren't they moving forward? Price, schedule, unanswered questions, bad timing… Rank the reasons by frequency.
- 04
Decide on one change
Choose a single improvement for the following week: a new answer, a different contact time, or a different sequence.
03
From data to improvements
- Low contact rate: try different times or add WhatsApp to the sequence.
- Many transfers over the same question: add that answer to the agent's information.
- Qualified leads that don't book: offer more time slots or suggest the appointment earlier in the conversation.
- Negative sentiment on a topic: review how the agent handles that topic and soften the tone.
Ready to get started?
We'll build your first agent for free so you can try it with your own leads.
Try an agent