# 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.

Free scorecard/rubric for sales managers. Topic: [Cold Calling & Phone Skills](https://www.peerlab.ai/library/topic/cold-calling-phone-skills/). Published by PeerLab in the [Sales Enablement Resource Library](https://www.peerlab.ai/library/). Source: https://www.peerlab.ai/library/call-monitoring-coaching-scorecard/

## 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.

## 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)