This article provides an in-depth overview of AI call grading, focusing on how different aspects of call performance are measured and analyzed. It will help you understand the key metrics and their significance in evaluating and improving call quality, as well as goals to set for your agents.
Understanding Call Performance
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.
What are Top Agents Score?
Curious how your agents numbers compare to Top Agents on MaverickRE's Platform-- look no further! Here are the stats:
Appt Ask Rate for FUB- 60% is the baseline, with top 1% at 80% or above.
Appt Set Rate- 30% is the baseline, with top agents averaging 60%.
Follow Ups Identified- 80% is the baseline, with top agents averaging over 90%.
Avg Call Score- Baseline score is 4, with top agents averaging 6-7.
Question Ask Rate- 30% is the baseline, with top agents averaging 40%.
Question Fill Rate- 30% is the baseline and it needs to be greater than or equal to 'Question Ask Rate'.
Understanding the Team 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?