New Conversations Metrics: A Better Way To Measure Success

Tracking calls has always been important, but traditional call logs don’t tell the whole story. Are your agents actually connecting with leads? Are those calls turning into real opportunities? With the REW CRM’s new Conversations metrics, agents and leaders can make smarter decisions based on actual conversations, not just call volume.

What Are Conversations Metrics?

Conversations metrics track when a real connection happens between an agent and a lead. Unlike traditional call logs that simply count dialed numbers, this metric measures actual engagements where the agent and lead connect. This means businesses can focus on meaningful interactions rather than just hitting call quotas.

Logging the date and time of a conversation in the REW CRM.

The Backstory

The Conversations metrics were created to fill a gap in traditional call tracking. Our CEO, Morgan Carey, alongside his fellow team leaders in Beyond Real Estate, a group of Canadian real estate professionals, recognized the importance of tracking real conversations rather than just dial attempts. They saw the need for a better way to measure agent performance and lead engagement. By focusing on successful connections instead of call volume, the conversations metrics provide a more accurate view of what’s really happening in outreach efforts.

How to Log Conversations Metrics

Logging Conversations metrics in the REW CRM is simple. Here’s how you can note and track your conversations with your leads:

1. Log in to REW CRM.

2. Go to the Leads section.

3. Select the lead you want to update.

4. On the lead details page, click “Calls” at the top.

5. Click the “Log Call” button.

6. A pop-up window will appear. In the Outcome field, use the dropdown and select “Conversation" if you successfully connected with the lead. If not, select among "Attempted", "Voicemail", or "Wrong Number."

7. Enter the call duration, date, and time.

8. Click “Log Call.”

If you're using REW Dialer, you don't have to log calls manually because it now automatically categorizes calls as a conversation or not, and records the time, date, and duration of calls. This makes it easier to track Conversations metrics!

 

Watch our video on how to log conversations metrics in the REW CRM.

Create Conversations Metrics View

Tracking conversations is important, but to gain valuable insights and track performance, you need to make sure the data is visible on your Leads dashboard. Here's how you can do that:

1. Navigate to the Leads Page and click the "View" button.

2. From there, select "Manage Views."

3. In the Manage Views window, click the "+" sign on the right side to add a new view.

4. In the pop-up window, input the conversations-related metrics you want to see on your Leads dashboard. For example, you can track metrics like call time, conversations, conversation time, call attempts, call attempt time, call voicemails, call voicemail time, wrong number calls, and wrong number call time.

5. Once you’ve selected your desired metrics, click "Save."

This process allows you to customize your Leads dashboard, so you can monitor the key data that’s most relevant to understanding your team’s performance. By adding these tailored views, you’ll gain valuable insights into your team’s connection rates and optimize your strategies.

Tracking Conversations Best Practices

We recommend these best practices to get the most out of the Conversations metrics:

• Log calls right away - The sooner you record a conversation, the more accurate your data will be. 

• Be consistent - Make sure all agents are following the same process and logging their conversations, so you can track performance across the team.

• Review connection rates regularly - If certain agents or lead sources have low connection rates, it might be time to adjust your strategy.

• Use it for coaching - The conversations data can help team leaders provide targeted training to improve lead communication.

By making conversation tracking a habit, you’ll have a better understanding of what’s working and where there’s room to improve. Over time, this data helps you boost performance and close more deals.

A line graph on the Agent dashboard displaying a summary of agent conversations.

The Benefits of Conversations Metrics

The biggest advantage of the Conversations metrics is that it focuses on real connections rather than just call volume. Here’s why that matters:

• More accurate performance tracking - Instead of measuring how many calls were made, you can see how many actually resulted in a conversation. By looking at actual conversations, you can more effectively identify areas for improvement, and ensure that your team is connecting with prospects in a way that boosts conversion rates.

• Better lead source evaluation - By tracking which lead sources result in conversations, you can invest more in the channels or platforms that work.

• Improved coaching and training - Team leaders can identify patterns and help agents improve their connection rates.

• More efficient workflows - With better insights into how and when conversations happen, teams can improve their outreach strategies.

As our CEO, Morgan Carey has said, "It's not about how many numbers were dialed, but how many conversations happened. Tracking each interaction helps you understand agent performance and pinpoint areas where improvements can drive better results."

The conversations metrics showcased on the Leads and Agents dashboard.

Join the Discussion in the REW Forum

Do you want to share your thoughts about the Conversations metrics? Or ask questions to our team? Join the conversation in the REW Forum and connect with other real estate professionals. Your insights and feedback helps us create more cutting-edge tools to help you close more deals. 

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Conversations Metrics FAQ