If you’re running an outbound sales team, you know that making more calls doesn’t always mean better results. You want to know what’s working, what’s a waste of time, and where your reps can actually improve. If you’re using Koncert, you’ve already got a pile of data at your fingertips—but cutting through the noise and making sense of it is another story.
This guide is for sales managers, team leads, or anyone who’s tired of staring at dashboards and just wants to know: Are my calls actually working? Let’s cut through the fluff and get you tracking what matters.
1. Set Up the Basics: Make Sure Your Data Isn’t Garbage
Before you start analyzing anything, you need to make sure your Koncert setup isn’t quietly sabotaging you. Most bad reporting comes down to bad data—so check these first:
- Is every rep logging into their own account? Shared logins mean your numbers are nonsense.
- Are you syncing with your CRM (Salesforce, HubSpot, etc.)? If not, your call outcomes and follow-ups will slip through the cracks.
- Do you have clear call dispositions? If reps are just clicking “Completed” or “Left voicemail” for everything, you’ll never know what’s actually happening.
Pro tip: Spend 30 minutes with your team, walking through how to log calls and update outcomes. It’s boring, but it’ll save you hours of cleanup later.
2. Decide What You Actually Want to Track
Koncert will happily show you every metric under the sun: total dials, talk time, connect rates, outcomes, and so on. But more isn’t always better. Here’s what’s actually useful:
Metrics that matter: - Connect rate: Out of all the calls made, how many reached a real human? - Conversation rate: How many connects turned into real conversations (not just “wrong number” or “not interested”)? - Meetings booked: At the end of the day, this is the big one. - Call duration: Useful, but only to a point. Ten-minute calls aren’t always better than three-minute ones. - Follow-up rate: Are reps actually setting next steps, or just moving on?
Metrics that are mostly noise: - Total dials: High numbers look good, but if you’re connecting with no one, it’s just busywork. - Voicemails left: It’s fine to know, but don’t obsess over it. - Talk time per day: Unless you spot a huge outlier, it rarely tells you anything actionable.
Pick 2-3 KPIs for your team. Don’t let Koncert’s dashboard steer you—decide what you care about first.
3. Pull Reports That Don’t Waste Your Time
Koncert offers a bunch of built-in reports, but they’re only as good as what you do with them. Here’s how to pull the stuff you’ll actually use:
a. Call Outcome Reports
- Go to the “Reports” tab.
- Choose “Call Outcomes” or similar.
- Filter by date range, rep, or team.
- Export to CSV if you want to slice and dice it elsewhere.
What to look for: Are most calls ending in “No answer” or “Left voicemail”? If so, you’ve got a list problem, not a rep problem.
b. Connect and Conversation Rates
- Use the “Dialer Performance” report to see raw dials vs. connects.
- Break it down by rep to spot outliers.
Red flag: If a rep’s connect rate is half the team average, dig into their list quality or time of day.
c. Meetings Booked
- Some setups will show this directly; others need you to cross-reference with your CRM.
- Make sure the data matches. If reps are logging meetings in the CRM but not marking them in Koncert, your numbers will be off.
Honest take: Don’t bother with “calls per hour” unless you’re micromanaging. Quality beats speed.
4. Regular Reviews: Don’t Just Stare at Dashboards
It’s tempting to run reports, spot a dip, and blast out a Slack message. But the best managers actually sit down—weekly or biweekly—and talk through the numbers with their team.
- Pick one or two metrics to focus on each week. Don’t throw the entire dashboard at your reps.
- Ask why, not just what. If connects are down, is it list quality, time of day, or something else?
- Share top calls. Play recordings (with permission) so reps can learn from what works.
What doesn’t work: Shaming reps for low numbers or obsessing over daily stats. Trends matter more than today’s blip.
5. Spot Trends and Fix What’s Broken
Once you have a few weeks of data, patterns will start to emerge. Here’s what to do with what you find:
- Low connect rates: Maybe your data is old, you’re calling at bad times, or your numbers are getting flagged as spam. Clean your lists, try different hours, and check your caller ID reputation.
- Low conversation or meeting rates: This is usually about messaging. Listen to a few calls—are reps stumbling on the intro, or failing to ask for a meeting?
- One rep is way ahead (or behind): Pair them up for some call coaching. Sometimes it’s luck, but usually, someone’s doing something differently.
Don’t get fooled: Sometimes, numbers drop for reasons you can’t control (summer, holidays, company announcements). Watch the long-term trends, not just week-to-week swings.
6. Ignore the Vanity Metrics
Koncert, like most tools, loves to show you flashy stats: “You made 1,000 calls!” or “Total talk time: 8 hours!” These look impressive in a QBR slide, but they rarely help you improve.
Here’s what you can safely ignore: - Leaderboard rankings: Competition is fine, but don’t let it turn into a grind for the sake of numbers. - Calls per hour: What matters is what happens on the call, not just burning through a list. - Voicemails per day: Unless you’re split-testing voicemail scripts, this is just trivia.
Focus on what actually changes rep behavior and gets meetings booked.
7. Make Small Changes, Then Check the Data Again
The goal isn’t to overhaul your process every week. Try one tweak at a time:
- Change your call script intro and watch conversation rates.
- Shift call blocks to different hours and see if connect rates improve.
- Scrub your lists and see if you get fewer wrong numbers.
Give it a week or two, then check the numbers. If nothing improves, try something else. Don’t change three variables at once—you’ll never know what worked.
8. Rinse, Repeat, and Don’t Overthink It
The truth is, tracking and analyzing outbound calls is a grind. Tools like Koncert make it easier, but they can’t tell you what matters for your business. Keep your process simple:
- Check your data inputs (are reps logging stuff right?).
- Pick a couple of metrics to watch.
- Review them regularly with your team.
- Change one thing at a time, and see what happens.
Don’t let dashboards turn into a second job. Stay focused, keep things simple, and trust your gut when the numbers look weird. The best managers use data to start conversations—not end them.
Good luck, and remember: no metric beats just picking up the phone and trying something new.