Comprehensive reporting stack to provide a full operational + revenue picture for Weberly call center performance.
| Report | Description | Who It Is For | KPI / Metric Addressed |
|---|---|---|---|
| Daily Executive Flash | One-page daily summary of leads, demos, no-shows, urgent risks, and immediate opportunities. | Thierry, Sales Leadership | Pipeline velocity, demos booked, show rate, quote volume |
| Lead Intake Quality Report | Measures quality of first-call qualification (budget, need, timeline, decision authority captured). | Call Center Manager, Agents | Lead qualification rate, discovery field completion % |
| Contact Capture Compliance | Verifies whether agents captured contact details and entered them correctly into CRM. | Call Center Manager, QA | Email capture rate, CRM entry compliance |
| Speed-to-Lead Report | Tracks time from inbound lead to first outreach and first live conversation. | Sales Ops, Team Leads | Median first-response time, % within SLA |
| Call Outcome Distribution | Breakdown of outcomes (qualified, unqualified, callback, demo set, no answer) by agent and source. | Team Leads, Leadership | Qualification yield, outcome mix, productivity per dial |
| Demo Booking Effectiveness | Measures efficiency of converting calls into demo bookings. | Team Leads, Agents | Call-to-demo booking rate |
| Demo Show-Rate Report | Compares booked demos vs attended demos by agent, source, day, and time slot. | Leadership, Team Leads | Show rate, no-show rate |
| No-Show Root Cause Analysis | Categorizes no-show drivers and identifies reminder/process failures causing preventable losses. | Sales Ops, Team Leads | Preventable no-show %, reminder adherence |
| Quote Conversion Funnel | End-to-end stage conversion view: lead → contact → qualified → demo booked → demo held → quote sent → closed. | Thierry, Leadership | Stage conversion %, funnel leakage by stage |
| Proposal-to-Close Performance | Tracks quote acceptance speed and close rates by rep, business segment, and offer type. | Thierry, Sales Leadership | Proposal-to-close %, sales cycle length |
| Agent Scorecard (Weekly) | Ranked performance dashboard with strengths, weakness patterns, and coaching flags per agent. | Team Leads, Agents | Bookings per shift, show rate, close contribution, QA score |
| Script Adherence & Objection Handling | Assesses compliance with call script and effectiveness of objection responses. | QA, Training Lead, Agents | Script adherence %, objection win rate |
| Call Quality & Coaching Insights | QA review of call structure, tone, discovery depth, and next-step clarity with specific coaching actions. | Team Leads, Agents | QA quality score, coaching completion rate |
| Lost-Lead Reason Report | Analyzes why opportunities are lost (price, timing, trust, competition, unreachable, fit issues). | Thierry, Marketing, Sales | Loss reason distribution, recoverable lead % |
| Source Quality Report | Compares lead quality and downstream conversion by lead source and campaign/list. | Thierry, Marketing | Qualified lead rate by source, CAC efficiency proxy |
| Follow-Up Discipline Report | Monitors whether promised callbacks and follow-up actions are executed on time. | Team Leads, Sales Ops | Follow-up SLA adherence, stale lead count |
| Revenue Forecast & Coverage | Projects expected revenue from active pipeline based on historical conversion by stage. | Thierry | Weighted pipeline value, forecast accuracy |
| CRM Hygiene & Data Integrity Audit | Detects missing fields, duplicates, stale statuses, and mismatches between call data and CRM records. | Sales Ops, Admin | Data completeness %, duplicate rate, status freshness |