How calls get scored here

Every call a CommandVA rep makes is recorded, and every week a sample of each rep's calls goes through the same five-line rubric. The scores are not a leaderboard and they are not surveillance. They are how we decide what each rep's coaching works on next, and since clients regularly ask what the scorecard contains, here it is in full.

The five lines

Opening. Did the first breath carry permission and relevance, and was the stated reason for calling true and specific to this account this week. The open is won or lost before the pitch starts, the ground we covered in the first five seconds post, so it gets its own line rather than a footnote.

Discovery. Did the rep ask questions they actually wanted answered, and did they learn something the account record did not already contain. We check the talk ratio here too. A rep who spoke for eighty percent of a discovery conversation ran a broadcast, not a call.

Objection handling. Did the rep distinguish a reflex from a real objection, and did the response match what the client's objection map prescribes. When a new objection shows up that the map has never seen, the score notes it, because that is how the map grows a row.

The ask. Was there one, was it specific and dated, and was it sized to the conversation. A great call that trails off without a next step scores badly on this line no matter how pleasant the transcript reads.

Honesty. The line that surprises people. Did the rep represent the client accurately, promise nothing the product does not do, and disqualify when disqualifying was the right answer. A rep gets full marks here for ending a call in ninety seconds with a prospect who should never have been on the list. A meeting set on a soft yes fails this line even though it looks like output, because it becomes an AE's wasted afternoon two weeks later.

What the scores are for

One call, one skill, one rep. The weekly review picks a single line from the rubric and works it, the ritual we described in the coaching post, because five simultaneous corrections produce zero changed behaviors. Across a month, the scores also aggregate into something more useful than individual grades: if every rep on a client's account is losing points on the same line, the problem is the message or the list, not the people, and the fix goes into the system.

The tape is yours to hear

Clients can listen to their recordings whenever they like, and the weekly report carries what the conversations taught us alongside the funnel numbers. A scoring system you would not show the client is a scoring system optimized for the wrong reader. If you want to hear what scored calls sound like against an ICP like yours, book a strategy call and ask. We will play you the tape, including a call that scored badly and what changed because of it.