Put in your own numbers. This is the time it would take one person to listen to every call, at normal speed, before any scoring or notes.
Starts with an example team. Change any number.
Nine lines carry points and add up to 100. The tenth is a pass/fail check, kept out of the total so a compliance miss is never averaged away. Open any line to see what a 1, 3 and 5 sound like.
Every score points to the moment that earned it. Here is the sample call from above, with the quote behind four of its scores and what the audio showed that the words didn't.
Score every call the same way for a few weeks and two views appear: where the gaps are across the team, and whether each person is improving.
Same scorecard every week, coached on one line at a time. The movement is real because the formula never changed.
SimulatedA score only helps if week 8 means the same thing as week 1. These are the rules we've seen broken most often, in that order.
"Were they confident?" is a feeling. "Did their pace stay steady when the caller pushed back?" is something you can hear and point to.
A line that measures two things gets dominated by whichever is easier to spot. You never learn which one moved.
"5 = strong, 3 = mixed" bunches every call near the top. A real line of dialogue at each level separates your best person from your average one.
Pick the weights once and keep them. Change them mid-quarter and your trend line measures the rubric, not the person.
Note the exact moment and words behind each score. It makes the score checkable and gives you the coaching material in their own words.
A required statement was said or it wasn't. Score it pass/fail on its own line so you can always answer "did we say it on every call this month?"
One call is a data point. The value shows up when every call is scored the same way for a few weeks.
weight × (score ÷ 5)
Each line's points, added up. These rows use the call scored above.
A move from 62 to 74 over six weeks only means something because every call was scored against the same formula. Watch the line scores too: a flat total can hide one skill improving while another slips.
A grid of people by criteria shows whether a gap is team-wide or one person, which decides whether you train everyone or coach one.
Each week, take each person's lowest line, pull the two or three calls where it scored worst, and make that the one thing they work on. One point better on one line is a week of real, provable progress.
Paste this with one call transcript. Expect some drift: general chat tools score the same call differently from one run to the next, and they only read the words, so tone and delivery go unscored.
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