R
Rafael Recavarren
We want to be able to track rep-level conversion rates in a clean and accurate way.
Our definition of conversion rate is: Calls converted / Calls taken from qualified leads
Today, Workiz already has most of the building blocks for this:
-Each rep has their own user, so you already know who answers which calls
-You already have call recording and AI features in place
What’s missing is an AI layer that understands the context of calls so the denominator and numerator are both accurate.
For example, these should NOT count toward “calls taken from qualified leads”:
-A customer calling back after already being booked, just to reschedule
-A third-party marketing or sales agency calling to pitch us services
-A technician calling in with a question about a job
-Any other non-bookable or non-sales call
If these are included, they falsely reduce a rep’s conversion rate even though the call was never a real booking opportunity.
On the flip side, if Workiz AI could also recognize when a call is actually converted, for example when the rep says something like “ok, you’re all booked in,” then you could reliably track the numerator as well.
With those two pieces in place, Workiz could offer:
-Automatic categorization of calls into “qualified lead” vs “not a qualified lead”
-Automatic detection of successful bookings from call context
-A real-time, per-rep conversion scorecard inside Workiz
For us, this would be a game changer. It would let us:
-Accurately track call conversion rates on a per-rep basis without manually listening to call recordings, saving us time and allowing us to identify which reps need more training
-Also would provide feedback into our hiring and onboarding process for our office staff, and manage performance using objective data
Given that you already have call recordings, AI tooling, and rep-level call attribution, this feels like a very natural and high-impact next step for the platform!