Hi everyone!
We all know making calls is part of the job, but how many of those calls actually turn into real conversations? Not just ringing phones and voicemails, but actual discussions that move deals forward. We want to track and measure actual conversations between agents and leads, so we decided to introduce conversation metrics in the REW CRM. It’s about quality over quantity. Doing this helps us measure engagement, agent performance, and improve outreach efforts.
Logging a conversation is quick and simple. When an agent makes a call, they just need to go to the Leads section in the REW CRM, select the lead they called, and click Calls at the top of the lead details page. From there, click Log Call, and in the pop-up, select Conversation in the Outcome dropdown if they successfully connected. If the call didn’t go through, there is an option to choose Attempted, Voicemail, or Wrong Number. After entering the call duration, date, and time, just click Log Call. That’s it!
These insights give you a more accurate look at how well your team is actually engaging with leads. Are your agents making contact? Is there a gap in follow-ups that needs attention? Instead of making assumptions, you get real data to iron out your approach. Make sure to quickly log calls and conversations in the REW CRM, and be consistent!
Don’t forget to also check out our conversation metrics blog post for a more in-depth guide.
Now, are these metrics something you think will be helpful to you and your team? Jump in and share your thoughts. I would love to hear them!