Springbok Coach

Configured departments

6 · all active

Each department has its own playbook, KPIs and threshold settings.

PAC

Active

Manager Aaron Grimshaw

reps

3,000

calls/d

100%

coverage

avg score

BR%SEEN%INS%CANX%LTI%Talk timeDials

Configure

PAM

Active

Manager Dan Allen

reps

250

calls/d

100%

coverage

avg score

INS%LTI%CancellationsWithdrawalsAvg durationVendor sat

Configure

LISTERs

Active

Manager Ellen Thersby

reps

280

calls/d

100%

coverage

avg score

Listings/dAvg completionVerification dur.ComplianceVendor sat

Configure

Negotiators

Active

Manager Lewis Orme

reps

2,800

calls/d

100%

coverage

avg score

Sales/dExch/wkWithdraw rateAvg durationOffer acceptCSC

Configure

Progressors

Active

Manager Mark Jones

reps

500

calls/d

100%

coverage

avg score

Exch rateTime to exchFall-throughVendor satCompliance

Configure

SA Call Centre

Active

Manager Fungai Chidawanyika

reps

1,500

calls/d

100%

coverage

avg score

ConfirmationConnect rateBooking convAvg call timeCompliance

Configure

Department KPI definitions

reference

All unique metrics across the 6 departments.

Metric

Definition

Used by

BR%

Booking rate — calls leading to a booked appraisal vs total connects

PAC

SEEN%

Appointments held vs appointments booked

PAC

INS%

Instructions secured vs appraisals attended

PAC, PAM

CANX%

Cancellations as % of instructions

PAC, PAM

LTI%

Lead-to-instruction conversion rate

PAC, PAM

Talk time

Total minutes the rep is actively speaking on calls per shift

PAC

Dials

Outbound call attempts per shift

PAC

Listings/d

Properties listed live on portals per day

LISTERs

Verification dur.

Average length of compliance/ID verification call

LISTERs

Sales agreed/d

Sales memorandum issued per day

Negotiators

Exchanges/wk

Contracts exchanged per week

Negotiators, Progressors

Fall-through rate

% of agreed sales that collapse before exchange

Progressors

Connect rate

Outbound dials reaching a live person

SA Call Centre

Booking conv.

Connects converted to a confirmed booking

SA Call Centre

Compliance

Required disclosures said correctly per call (binary checks)

all depts

Vendor sat.

Post-call vendor satisfaction score (1–5)

PAM, LISTERs, Prog

Threshold settings

per dept

When the AI escalates a call for deep review and when managers get instant Slack alerts.

Department

Deep-review trigger

Slack alert (manager)

Director rollup

PAC

score < 60

score < 50 · instant DM

weekly Mon 07:00

PAM

score < 60

CANX > 25% · instant

weekly Mon 07:00

LISTERs

score < 65

compliance miss · instant

weekly Mon 07:00

Negotiators

score < 60

score < 45 · instant

weekly Mon 07:00

Progressors

score < 65

fall-through risk · instant

weekly Mon 07:00

SA Call Centre

score < 60

connect rate < 30% · daily

weekly Mon 07:00

Add a department

Spin up a new business unit · in case the company expands.

Create new department

name, manager, KPIs, playbook

KPI library

add to dept

Available metrics that can be added to any department.

First-call resolution

% issues resolved on first contact

Hold time

avg seconds caller spends on hold

Sentiment trend

tone shift across the call

Talk-listen ratio

rep talk vs vendor talk

Objection handle rate

objections resolved vs raised

Recent dept changes

Last 30 days.

26 Apr

PAC playbook updated v3.1 → v3.2 by Sian

22 Apr

Negotiators threshold raised to score < 60

17 Apr

SA added "Booking conv" KPI

12 Apr

Progressors enabled fall-through alert

04 Apr

LISTERs compliance check tightened

Departments.

Configured departments

PAC

PAM

LISTERs

Negotiators

Progressors

SA Call Centre

Department KPI definitions

Threshold settings

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