Outbounding Metrics

Hold Rate

Hold Rate is the number of Qualified Meetings divided by the number of Booked Meetings.

The numerator for Hold Rate is Qualified Meetings, and the denominator is Booked Meetings.

For example, if a user booked 10 meetings, with 3 no-shows, and 3 rescheduled meetings, and 4 qualified meetings, then the hold rate would be:

• 4 qualified meetings / 10 booked meetings = 40%

• If the 3 rescheduled meetings end up being qualified meetings, the hold rate would update to 70%

• if the user rescheduled 1 of the no-show meetings afterwards, the hold rate would now be 80%

Calls

Calls is the number of outbound calls initiated by a caller (user and caller are the same terminology), regardless of whether the caller connected with the prospect on the call.

Convos (or Conversations)

Convos (or conversations) are defined as calls longer than 60 seconds OR our AI dialing system detected there was a human conversation. There will always be less convos than calls, since not everyone picks up the phone all the time.

Calls per Convo

The number of calls it takes for a user to get a conversation. There are many factors that can impact this, including:

• The wifi speed of the user's device

• The data quality of the lead list

• The user's tone and accent (prospects are more likely to hang up if they sense the caller is nervous, not professional, or not engaging/interesting).

Our dialing system benchmarks show that successful users typically maintain a calls per convo ratio of 10-15. Any higher than that and there are performance issues in one of the 3 factors above.

Convos per Booked Meeting

The number of convos it takes for a user to book a meeting. Similar to calls per convos, there are many factors that can impact this, including:

• The data quality of the lead list

• The user's skill and comfortability with the pitch and objection handling

• The user's tone and accent (prospects are more likely to hang up if they sense the caller is nervous, not professional, or not engaging/interesting).

Benchmarks for Convos per Booked Meeting vary by campaign since each campaign is unique, but typically if a user is unable to book a meeting after more than 50 conversations, it's a user's skillset and enablement issue.