Overview
This article breaks down how AI call grading works and how your calls are measured and analyzed. You'll learn which key metrics are tracked, why they matter, and how they can help you improve your call quality and hit your performance goals!
Accessing Your AI Sales Coach Call Feedback
After completing an AI Sales Coach Call, you’ll receive a feedback email from MaverickRE. This email will include:
A summary of your call
A link to view your score directly in the platform
No username or password setup is required! You’ve already been added to the system.
Need Help? Click Here for Step-by-Step Login Instructions.
How to Log In and View Your Scores
Click the link provided in your feedback email.
Enter your email address when prompted.
You’ll receive a secure code via email.
Enter the secure code to log in.
Once logged in, you’ll stay connected on the same device for up to 30 days.
Understanding Your Call Performance
By default, the filter shows Call Type: FUB. To see AI practice call scores, just update the filter to AI Coach.
When reviewing a call, navigate to the filter selections where you'll find a dropdown menu labeled Grading Rubric. You can apply any rubric to your score based on the specific criteria you'd like to be graded on.
1. Graded Calls
- Definition: The total number of eligible calls graded within the selected timeframe.
2. Average Call Quality Score
- Definition: The average score of all graded calls within a selected timeframe.
3. Questions Asked vs. Fill Rate
- Questions Asked: The percentage of relevant questions asked by the agent to nurture a lead.
- Fill Rate: The percentage of questions that the consumer answers without being asked directly.
4. Appointment Ask vs. Set Rate
- Appointment Ask Rate: The percentage of calls where the agent asked for an appointment.
- Appointment Set Rate: The percentage of calls where an appointment was successfully set.
5. Buyer Agency Agreement Discussion
- Definition: The percentage of calls where the buyer agency agreement was discussed.
- Use Case: Useful for markets where this objection is common.
6. Average Talk Time
- Definition: The average duration of calls within the selected timeframe.
7. Follow-Ups Identified
- Definition: The count and percentage of calls where follow-ups were identified.
8. Objection Handling
- Definition: The percentage of objections effectively handled by the agent.
How Do Your Numbers Stack Up Against Top Agents?
Want to see how your performance compares to the best on MaverickRE’s platform? Check out these benchmarks:
Appointment Ask Rate (FUB): Aim for at least 60%, but top agents hit 80% or higher.
Appointment Set Rate: The baseline is 30%, while top agents average around 60%.
Follow-Ups Identified: 80% is the standard, but top agents identify follow-ups over 90% of the time.
Average Call Score: A score of 4 is the baseline, with top agents averaging between 6 and 7.
Question Ask Rate: Shoot for at least 30%, while top agents ask questions in about 40% of their calls.
Question Fill Rate: This should be at least 30% and equal to or higher than your Question Ask Rate.
Use these stats to track your progress and see where you can level up!
Understanding Your Overview
Leads Currently Assigned = # of leads the agent is the current assignee on in FUB, not impacted by the date range filter
Unique Leads Called = the number of Leads called by the agent in the time period (not number of calls)
Total # of Calls = the number of Calls placed by the agent in the time period
Calls Graded # - the number of calls that were graded because they met the eligibility criteria (2+ minute initial prospecting calls) in the time period selected
Avg Calls Grade - for the Calls Graded # in the time period, what was the Avg Call Score
Question Filled % - for the Calls Graded # in the time period, what % of all questions we assess were answered by the prospects (regardless if they were asked by the agent or not)
Appointment Ask % - for the Calls Graded # in the time period, what % of them had the agent ASK for an appointment, regardless of the lead’s response
Appointment Set % - for the Calls Graded # in the time period, what % of them had the prospect agree to a specific date for the appointment
Agent Talk Time % - for the Calls Graded # in the time period, what was the average % of agent talk time
Follow Ups Identified % - for the Calls Graded # in the time period, what % of calls had a follow-up opportunity identified (outside of appointments)
Objection Handling % - for the Calls Graded # in the time period, what % of calls with objections had ANY FORM of attempted objection handling by the agent
Pending Deals (Graded) - for the Calls Graded # in the time period, how many of those leads are now Pending?
Closed Deals (Graded) - for the Calls Graded # in the time period, how many of those leads are now Closed?
Total Graded Conversion % - for the Calls Graded # in the time period, what % are now Pending or Closed?