Score the Call, Not Just the Quarter [24]

Show notes

An SE leader built a system that scores every customer call on two categories — compelling event and technical win — using conversation intelligence plus a custom rubric. The aggregate scores per deal and per SE replace win-rate post-mortems with real-time coaching.

What Nate and Ava discuss

• Why win rates are lagging indicators and call-level scores are leading ones
• How to roll out call scoring without it feeling like surveillance — transparency, shared rubrics, leading by example
• Why two SE-specific categories beat trying to score the whole call — and why those categories should sit at the SE/AE handoff

The move

Pick two categories that matter most for your sales motion. Write down what a one and a five look like — concrete, not aspirational. Start scoring calls and aggregating per deal. When you roll it out, lead with the rubric and do the training yourself. Make it a development tool that happens to produce data, not a surveillance system that happens to coach.

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