Can lead matching data help coach sales agents and plan hiring?

The first-stage analysis: a detailed picture of every agent

Before any lead is rerouted, BestPair analyses your floor’s own call and sales history and reports back. A large part of that report is about your agents:

• Every agent against the rest of the floor, on each type of lead, rather than one close rate per person.
• Each agent’s strong suits and weak spots, with enough contacts behind each figure to tell a pattern from a run of luck.
• Actions you can take now: who could coach whom, which types of lead each new agent might start on, and where the floor depends on one or two people.

There is a lot of insight there that managers can use as a training tool, to help each agent where they need it most, with or without live matching. See what a sample report looks like (built for a collection floor; the agent pages work the same way for sales).

What the matching shows about each agent

Once matching is live, the same history that decides who gets which lead also shows each agent’s results by type of lead: by source, product, age of the lead and whatever else your floor records, set against the rest of the floor on the same kind of lead.

That turns a single leaderboard number into something a manager can act on. An agent in the middle of the table may be one of the strongest on existing customers and well below the floor on fresh web leads. A top agent may owe most of their lead to one product. Why agents close at different rates.

Coaching from it

• Aim at the gaps that cost sales. A weak spot on a type of lead the agent rarely gets matters less than one on leads they work every day.
• Learn from the agent who does it best. If one agent leads the floor on a type of lead, have others listen to their calls on exactly those leads.
• Check again after the next update. The model is updated about once a month, so a coached agent’s results on that type of lead show up in the following profiles.
• Ignore thin cells. A handful of contacts on one kind of lead is not a strength or a weakness yet.

Planning hiring from it

The floor-wide view shows which types of leads have plenty of strong agents and which depend on one or two people. That describes the kind of agent the floor is short of. When an agent who carried a type of lead resigns, the floor-wide view shows what the floor is about to lose, and the kind of agent to look for next. It describes a gap on the floor. It is never a basis for decisions about an individual’s hiring, pay, discipline or performance review.

It also helps with coaching new hires. They start on a normal mix of leads, so within a few weeks their profile shows where they are settling and where they need help. How new agents are handled.

What it does not measure

It does not listen to calls, watch screens or rate effort, attitude or tone. It works from call outcomes and sales keyed to each agent, the records the floor already keeps, pseudonymised, with no customer names, phone numbers or email addresses. Agent-level results are personal information about your staff, so use them under your own HR and privacy policies. Its figures are predictions with error, built from the leads each agent happened to get. Treat them as a guide to where a manager should look, not a verdict on a person.