Call Monitoring & Coaching Scorecard
A 100-point, behavior-based scorecard for grading recorded cold calls across opener, discovery, objection handling, and next-step securing — with scoring anchors so two managers land on the same number.
What's inside
- 5 scored sections: Opener (15pts), Discovery (25pts), Objection Handling (20pts), Next-Step Securing (25pts), Overall Call Craft (15pts)
- 18 specific behavior criteria, each scored 0–5 with defined anchors (0 / 3 / 5)
- Scoring bands: Master-level (90–100), Strong (75–89), Developing (60–74), Needs Rebuild (<60)
- Call info header fields (rep, date, account, recording link, reviewer)
- Free-text fields: one thing to keep doing, one thing to change, coaching focus for next 1:1
A 100-point scorecard for grading a recorded (or live-shadowed) cold call. Score every criterion 0–5 using the anchors below — don't eyeball a final number.
Call Info
- Rep:
- Date:
- Account / Segment:
- Recording link:
- Reviewer:
Scoring anchors (apply to every criterion below)
- 0 — Not attempted, or attempted and failed outright
- 3 — Attempted, but inconsistent or partially executed
- 5 — Executed cleanly and sounded natural, not scripted
(2 and 4 are the in-between judgment calls — use them, don't force everything to 0/3/5.)
Section 1 — Opener (15 pts)
| Criterion | Score (0–5) |
|---|---|
| Permission-based or pattern-interrupt framing used, not a flat script read | ___ |
| Tone and pace matched the prospect within the first 15 seconds | ___ |
| Handled immediate pushback ("what's this about," "I'm busy") without freezing | ___ |
Section total: ___ / 15
Section 2 — Discovery (25 pts)
| Criterion | Score (0–5) |
|---|---|
| Used open-ended questions, not leading or closed ones | ___ |
| Asked a real follow-up beyond the first surface answer | ___ |
| Referenced the prospect's own words back to them (active listening) | ___ |
| Uncovered real pain, not just a surface-level acknowledgment | ___ |
| Didn't pitch before earning the right to | ___ |
Section total: ___ / 25
Section 3 — Objection Handling (20 pts)
| Criterion | Score (0–5) |
|---|---|
| Acknowledged the objection before responding | ___ |
| Correctly identified the real objection vs. a polite brush-off | ___ |
| Stayed composed and non-defensive under pushback | ___ |
| Reopened discovery rather than arguing or immediately discounting | ___ |
Section total: ___ / 20
Section 4 — Next-Step Securing (25 pts)
| Criterion | Score (0–5) |
|---|---|
| Asked directly for a specific next step | ___ |
| Got a calendar-level commitment (date/time), not a vague "send info" | ___ |
| Framed the mutual value of the meeting before asking for it | ___ |
| Handled scheduling pushback without losing the meeting | ___ |
| Recapped clearly before ending the call | ___ |
Section total: ___ / 25
Section 5 — Overall Call Craft (15 pts)
| Criterion | Score (0–5) |
|---|---|
| Energy and confidence throughout | ___ |
| Talk-to-listen ratio appropriate for the stage of the call | ___ |
| Call felt like a conversation, not an interrogation or a script read | ___ |
Section total: ___ / 15
Total score: ___ / 100
| Band | Score | Meaning |
|---|---|---|
| Master-level | 90–100 | Calibration and training reference call |
| Strong | 75–89 | Meets the bar, minor polish only |
| Developing | 60–74 | Coach this specific gap in the next 1:1 |
| Needs Rebuild | <60 | Pair with manager before the next solo block |
Coaching fields
- One thing to keep doing: _______________________
- One thing to change next call: _______________________
- Coaching focus for next 1:1: _______________________ (pull this directly into the 1:1 Cold Call Coaching Session Template)
How to use it
Score 2–3 recent recorded calls per rep per week using the 0–5 anchors, log the total and band, and carry the single lowest-scoring section straight into that rep's next 1:1 as the coaching focus.