Your scorecard, applied to every call.
Managers coach faster when every call has a score and a reason. A scorecard only helps if every call gets scored on it.
Speak AI is call scoring software that grades every call, meeting and consultation against your own scorecard, and shows the quote behind each score.
Send us your scorecard, or tell us how you grade a good call. We’ll build it with you on a call and show your calls scored.
What a call scorecard is
A call scorecard is a short list of the behaviours that make a call good, such as discovery questions, accuracy and a clear next step. Each has a weight and a 1 to 5 score. Add them up and every call gets one number, plus the exact places it lost points, so managers know what to coach.
How a good scorecard is built
Criteria
Five to ten behaviours you can hear on a call. If two reviewers would disagree on it, rewrite it.
Weights
Weights add up to 100. Give the most points to what moves the outcome, usually pain, next step and accuracy.
Scale
Score each criterion 1 to 5 and describe what a 1, 3 and 5 sounds like, so scores mean the same thing every time.
Auto-fail rules
Anything that must happen on every call, like consent or disclosures, is a pass or fail gate outside the weighted score.
A worked example
A score out of 100, a score per criterion and the line that earned it. This is a simulated example.
Rep: So what happens if nothing changes?
Buyer: We keep losing about a day a week to this.
Rep: Let’s catch up sometime next month.
Discovery call, 38 min
Scored on your scorecard
Simulated example
“Let’s catch up sometime next month.”Next step scored 2 of 5. No date, no named people.
From a spreadsheet to scoring every call
A spreadsheet works for a handful of calls a week. Past that, reviewers sample, and what gets sampled is rarely the call that mattered.
Speak AI turns your scorecard into structured fields and scores each call against them. See the full product on the call scoring software page, or how scores feed call coaching. Teams comparing options can read the Gong alternative page. For sales teams, see sales teams.
What changes when software scores 100% of calls
Coverage
Every call is scored, not a sample, so coaching starts from all of the evidence.
Consistency
The same criteria and weights apply to every call and every reviewer.
Quotes behind scores
Each score links to the line that earned it, so a manager can check it in seconds.
Industries
Every team scores calls differently. Pick an industry to see a starting point, then we tailor it to your calls.
Real estate scorecard
Property sales and lettings calls. Buyer, seller and viewing-booking calls.
Must-pass rule. Fair housing and disclosure rules followed. A fail flags the call whatever the score.
B2B SaaS sales scorecard
Discovery and demo calls. First calls where a rep finds a real problem.
Must-pass rule. No false claims or promises about the product. A fail flags the call whatever the score.
Insurance and financial services scorecard
Quote, advice and renewal calls. Calls where trust and accuracy carry the sale.
Must-pass rule. Required disclosures read, and no unsuitable advice. A fail flags the call whatever the score.
Healthcare and dental front desk scorecard
Booking, recall and enquiry calls. Front desk calls that fill the schedule.
Must-pass rule. Patient privacy rules followed on every call. A fail flags the call whatever the score.
Customer support and contact centre scorecard
Service and QA calls. Calls where first-contact resolution matters.
Must-pass rule. Identity checked and required disclosures read. A fail flags the call whatever the score.
Recruiting scorecard
Candidate screens and intake calls. Screens that move the right people forward.
Must-pass rule. Fair, consistent questions asked of every candidate. A fail flags the call whatever the score.
FAQ
What is a call scorecard?
A call scorecard is a list of the things a good call does, each with a weight and a 1 to 5 score. Add the weighted scores and you get one number for the call, plus a clear view of where it lost points.
What is a sales scorecard?
A sales scorecard grades a sales call or a rep against the behaviours that win deals: discovery questions, qualification, objection handling and a dated next step. It turns “that call felt fine” into a score a manager can coach from.
What are QA scorecards?
QA scorecards are the forms quality teams use to grade customer calls. They cover things like greeting, identity checks, accuracy, empathy and resolution, and usually include auto-fail rules for compliance.
How do I build a scorecard?
List five to ten behaviours that separate good calls from bad ones, weight them so the total is 100, describe what a 1, 3 and 5 sounds like for each, and add must-pass rules for anything that has to happen on every call. Then test it on a handful of real calls and adjust.
How many criteria should a scorecard have?
Five to ten. Fewer and you miss things that matter. More and reviewers tire, and the scores get noisy. Put must-pass rules in a pass or fail gate instead of the weighted list.
Can software score calls on my own scorecard?
Yes. Speak AI turns your criteria, weights and auto-fail rules into structured fields, scores every call on them, and shows the quote behind each score. Scoring also reflects how the call sounded, not only the words.
Can I change my scorecard and score old calls again?
Yes. When you change a criterion or a weight, Speak AI can re-run the new scorecard on calls you have already uploaded, so you can compare old and new scores on the same calls.
Get your calls scored on your scorecard
Send us your scorecard, or tell us how you grade a good call. We’ll build it with you on a call and show your calls scored.
Want the full product page first? Read about call scoring software and call coaching.
