What was checked
- Recordings of conversations and correspondence with active leads
- CRM deal cards: statuses, comments, assigned tasks
- Comparison of different managers' approaches to similar situations
Period and sample volume — 1 month. Personal data hidden.
Key results
First response time
≈ 1 hour 40 minutes
Median for the sample
Correctly scheduled meetings
≈ 62%
Share of dialogues with sent confirmation
Proper Follow Up
≈ 48%
Share of dialogues with correct follow-up
Dialogs without response
≈ 9%
Share of total dialogues
Scale — relative, for demonstration of report structure.
Important findings
- In several dialogues, price and terms are not clarified — this leads to repeated questions and time losses.
- Meeting confirmations are not always sent, some agreements get “lost.”
- Follow-up messages are used irregularly, no unified approach. Frequent deviations from the script.
- Extremely long response times — risk of conversion loss.
- Key fields in deal cards not always filled; comments sometimes incomplete.
Manager comparison (example)
| Manager | Strengths | Growth areas |
|---|---|---|
| Manager A | Clearly records agreements, polite tone | Deviations from script, long response times. |
| Manager B | Actively collects initial data | Poor at handling objections |
| Manager C | Maintains regular communication | Does not follow protocol, does not clarify price or record terms |
Recommendations
- Introduce a short checklist “Price and terms”: mandatory before finishing a call or chat.
- Meeting confirmation template with date and time; always use when agreed.
- Training on following the script.
- List of required fields in the deal card and a rule to fill them immediately after contact.