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BDC call scorecard.

18 pass-or-fail items in five groups, the four-minute review method, and a score for the call you are grading. Paste a transcript below and the assistant scores it with evidence.

Open
Discovery
The ask
Control
Close and record

Passed0 of 18

Tick each item the call passed. Write one sentence of evidence with a timestamp for every item it failed.

The rules

  • Score pass or fail, never one to ten. Either the rep took a phone number or they did not.
  • Score the whole call once. Do not grade segments separately and average them.
  • Make every item observable. Built rapport is not scoreable; used the customer's name at least twice is.
  • Write one sentence of evidence with a timestamp for every failed item.

The four-minute method

  1. Play the first ninety seconds without pausing and mark items 1 through 4.
  2. Skim the middle, marking discovery and the ask as you hear them. If you reach the end with the ask unmarked, it did not happen.
  3. Play the last sixty seconds in full and mark the close.
  4. Open the CRM record for item 18. It is the only item you cannot hear.

How to roll it out

  1. Print the eighteen items on one page and hand a copy to every person who works a phone.
  2. Score three of your own calls against it first, so you find the vague items before your team does.
  3. Score two calls per rep using the four-minute method, with a timestamp for each failure.
  4. Book thirty minutes with every other manager who scores, grade the same three recordings, and rewrite any item you disagreed on.

Questions about scoring calls

Something else? Ask on a walkthrough.

Pass or fail on eighteen observable items in five groups: the open, discovery, the ask, control, and the close and record. Score the whole call once, write one sentence of evidence with a timestamp for every failed item, and use the four-minute method so a busy manager can score two calls per rep a week.

Because a scale invites arguments about a seven versus an eight, and a rep can dispute a number but not a recording. Either the rep took a callback number before price came up or they did not. Binary items settle with evidence and coach in one sentence.

Yes. Paste a transcript, your notes or a summary and it marks each item pass, fail or not observable, quotes the evidence for every failure, and writes the coaching note. Item 18 is only observable from the CRM, so it stays not observable unless you say what was entered.

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