Keller Williams Team Brings Structure to a 20,000-Lead Database
Keller Williams is one of the largest real estate franchises in the world, built on a model that gives individual agents and small teams a high degree of autonomy. Steven Padernacht leads a team of five to seven agents working residential real estate within the Keller Williams system.
Located
United States
Industry
Real Estate
20,000
3x
1
See How Outdoo Turns Practice Into Performance with AI Roleplays?
Book a DemoSteven's team had logged roughly 25,000 calls across a database of 20,000 leads, many of which had never received structured follow-up. Agents were calling, logging outcomes, and moving on, but there was no formal training process behind any of it.
As the database grew and new agents joined, the gap between how experienced agents handled cold follow-up and how newer agents handled the same calls became a real drag on conversion. The team needed a way to close that gap before it cost them more leads.
The Challenge
Steven's team had built a database of roughly 20,000 leads and made around 25,000 calls against it. None of that activity was backed by a formal training process. Agents handled objections the way they figured out on their own, and new hires learned by making live calls on real leads.
The absence of structured training is common for small teams in franchise models, where each team builds its own systems. But as the team grew, the problem became harder to ignore. Experienced agents were converting follow-up calls at a noticeably higher rate than newer agents handling the same types of conversations, and there was no systematic way to close that gap.
For a database this size, the agents making calls are the product. Every poorly handled call against a lukewarm lead is a lost opportunity, and at 20,000 leads, the volume of those losses adds up fast.
The Solution
Practicing cold follow-up against real database buyer types
Steven's team built roleplay agents configured with the personas and objections they actually encounter in the database: prospects who are not ready to move yet, buyers comparing multiple agents, and sellers with pricing expectations that don't match the market. Agents practice against these scenarios before making live calls, not after.
The team set up Outdoo themselves and had agents practicing within days of getting access. For a small team without a dedicated training department, that speed mattered.
“ For the first time we have something to practice against that actually sounds like our real leads.The agents are not just going through scripts. They are hitting objections that come up in our actual database conversations.”
Connecting Follow-up Boss data with practice scorecards
Outdoo's native Follow-up Boss integration lets lead and conversation data flow between the two systems. After running call campaigns against segments of the database, the team compares scorecard data from practice sessions with live call outcomes to identify where specific agents need targeted coaching.
That combination gives managers a more complete picture than listening to a single recorded call. Practice performance and live results together show patterns that neither data source reveals on its own.
“We can now see how an agent does in practice and compare it to what happens in live calls. That combination tells you a lot more than just listening to a call after the fact.”
Building a coaching baseline for new agents from day one
Scorecard data from roleplay sessions gives managers specific, behavior-level feedback to use in coaching conversations. For new agents, the scores from their first practice sessions establish a baseline that managers can track as the agent moves from practice to live calls.
Before Outdoo, coaching meant starting from scratch with every new hire, relying on call observations and memory. Now the data does that work from the first session.
“Having a data baseline for new agents from day one changes how coaching works. I am not starting from scratch trying to figure out where someone needs help.The scorecard tells me that from their first practice sessions.”
The Impact
For the first time, every agent on the team practices against real database scenarios before making live calls. New hires complete a structured roleplay sequence before they pick up the phone, and the gap between how new and experienced agents handle their first live conversations has narrowed.
New agents complete roleplay before their first live database calls
Every new hire now works through a structured series of practice sessions before calling real leads. That preparation did not exist before Outdoo. The difference in how new agents handle their first live calls has been visible to the rest of the team.
Consistent objection handling language across the full team
Using Outdoo to align on objection responses before call campaigns has given the team a shared approach that was not possible when each agent developed their own through live calls alone. That consistency matters most when running coordinated follow-up campaigns across the full 20,000-lead database.
Follow-up Boss integration connects practice and live lead data
Lead data and practice performance data now live in the same workflow. Managers no longer cross-reference two separate systems to understand how an agent's live call results relate to their practice session scores.
