Category term

What is Capture rate?

Capture rate is the share of a store's customer conversations that were recorded with consent, measured per advisor and per store against footfall or walk-ins.

It is the first number a conversation intelligence programme produces and the one that keeps every other number honest. A high playbook score on a small share of conversations is not a high playbook score.

Capture rate is also the adoption metric. An advisor who records nothing is visible as a row on the coverage report before the store opens, which is why non-recording cannot be used to hide from scoring.

Example

A store with 60 walk-ins and 42 consented recordings has a capture rate of 70%.

Related terms

• Consent-first capture: Consent-first capture is a recording design in which nothing is captured until the customer has consented, through a QR page on their own phone, a WhatsApp or SMS link, or a spoken code recorded at the start of the conversation, with notice given at the entrance and the desk.
• Playbook adherence: Playbook adherence is the degree to which a sales advisor's real conversations follow the retailer's trained sales playbook, expressed per step, per advisor and per store.
• Advisor leaderboard: An advisor leaderboard in conversation intelligence ranks advisors on the quality of their conversations, such as playbook adherence and intent captured, rather than on revenue alone, so an advisor in a low-footfall store can top it.

Where Borentis applies this

• Playbook Adherence: Your playbook, finally observed.
• Execution Scorecards: See the floor before the P&L does.