Call scoring

Call scoring applies a scorecard to a conversation: was the phone answered by name, was a callback number captured, was an appointment asked for with specific times, was the next step recorded. Binary items work better than a numeric scale, because a pass or fail can be defended with a timestamp.

Scoring is only as consistent as the people doing it, which is why stores that rely on it calibrate their scorers periodically against the same recordings.

Why it matters for a sales manager

A scorecard turns coaching from opinion into a shared standard. Without one, every manager grades by personal taste and the salesperson receives three different versions of what a good call is, which is the same as receiving none.