Coaching Tool · Phone Call Review
Phone-Skills Scorecard
Use this when sitting in on, or pulling a recording of, an advisor's inbound or outbound call. 1–5 scale across the full call workflow — from pickup through wrap. Total updates automatically.
How to use: Pick one live call or one recording per advisor per week. Score each category. Use the notes fields for direct quotes from the call. Review with the advisor within 48 hours — the feedback hits harder when the call is still fresh.
Phone-Call Categories
1. Answered in 3 Rings
Picked up by the third ring with no exception — or routed to a backup who did
2. Full Dyer Greeting
"Thanks for calling Dyer Service, this is [Name]. How can I help you today?" — warm, complete, not rushed
3. Tone & Energy
Upbeat, present, unrushed — sounded like they wanted to take the call (positive attitude)
4. Appointment Conversion (if applicable)
Offered two specific times, used inspection-then-book on price questions, closed the booking on the call
5. Status Call Quality (if applicable)
Specific status (not "still being worked on"), specific ETA, pre-committed to next update, under 90 seconds
6. Ownership Language
Used "we" not "they," didn't blame other advisors / techs / departments, no excuses
7. Transfer Discipline
Owned what they could; warm-transferred with full briefing when needed; never cold-dumped or said "call back later"
8. De-Escalation (if difficult caller)
Let them finish, acknowledged the feeling, used the name 2–3 times, never said "calm down"
9. Specific Commitments
Every "I'll call you back" had a specific time attached, and the time was hit
10. Wrap & Documentation
Warm close using the customer's name; SDL / CDK notes updated immediately so the next touchpoint has full context
Total Score
0 / 50
Coaching Notes
Scoring guide: 5 = excellent, coach others · 4 = strong, minor opportunities · 3 = meets standard ·
2 = below standard, needs coaching · 1 = not meeting expectations