Call Scorecards
Automatic post-call feedback based on proven playbook criteria. Each call is scored on 7 key behaviors that drive conversions.
Your Performance
Understanding Thresholds
Strong Call
80%+ - Strong call, meeting all key criteria
Needs Improvement
60-79% - Good effort with room for improvement
Review Required
Below 60% - Requires review and coaching
Scoring Criteria
Opener calls are evaluated on 7 criteria aligned with our playbook:
| Criterion | Weight | What We Look For |
|---|---|---|
| Professional Greeting | 10% | Name AND facility mentioned in first 15 seconds |
| Caller Type ID | 20% | Identify self vs loved one within 60 seconds |
| Insurance Inquiry | 15% | Ask about insurance and get carrier name |
| Pain Discovery | 20% | Open-ended question: "What's going on with you?" |
| Empathy Phrases | 15% | Use "I got you", "Gotcha" 3+ times naturally |
| Active Listening | 10% | Reference caller's specific situation |
| Handoff Timing | 10% | Transfer to Closer between 2-4 minutes |