Call Coaching
Every call scored on four dimensions, graded, and explained against the benchmark each signal was measured on.
Included with salescron . A seat without it sees an upsell here instead of the page.
Overview
Call Coaching answers the question a rep has the moment a call ends: was that good, and what do I fix next time. Each call is scored on four dimensions, Clarity, Effectiveness, Control and Next Step, which roll into a 0 to 100 composite and a 1 to 4 grade. Expand a call and every variable shows the published benchmark it was scored against, so no number on the card is unexplained.
It is the per-call companion to the weekly behavioral read, which compares your won calls to your lost ones. That read needs several closed calls before it can say anything. This one needs one transcript.
The four dimensions
Effectiveness (weight 35) asks whether you ran real discovery and landed the value message: question depth, whether the pain was quantified, the value message itself, how many questions you asked and how evenly you spread them. Control (25) asks whether you guided and listened: talk-to-listen ratio, objection handling, patience before you speak, how often the conversation switched speakers, and whether the buyer ever got a run at telling their story. Clarity (20) covers your longest monologue, conciseness, filler rate, talk speed and whether you signposted. Next Step (20) asks whether you secured a concrete dated advance, and it is weighted up despite having few signals because a set next step is the strongest single per-call predictor of the outcome.
What a signal we could not measure does
It is excluded, and its weight moves to the other signals in its dimension. It is never scored zero.
This matters. Some transcripts arrive without timings, which makes patience and talk speed unmeasurable. Scoring those zero would tell you that you interrupt constantly, when the truth is that we could not measure it. A dimension where nothing was measurable reads "not scored" rather than showing a number, and every card states how much of the rubric its score actually covers, so a thin score never passes as a complete one.
The AI coaching pass, and the citation check
Eleven of the signals are computed straight from the transcript with no model involved, and those run automatically on the weekly pass. Eight more need a model reading the call: question depth, whether pain was quantified, the value message, objection handling, conciseness, structure, mutual agreement on the next step, and who owns what. Those run when you ask for them, on one call at a time, and they draft only. Nothing is sent and nothing is written to your CRM.
Every AI score has to cite a quote from the call, and the quote is checked against the transcript. Matching ignores capitalization, spacing and punctuation, so a re-styled quote still passes; it does not ignore words, so a paraphrase does not. A score whose quote is not in the call is dropped, its signal goes unmeasured, and the card tells you it happened. It is not scored zero, because a made-up value message is not evidence of a bad value message.
Benchmarks for one call, your own baseline for a trend
The anchors behind each signal come from published conversation-intelligence research, the largest of which analyzed hundreds of thousands of recorded calls. They define a green zone for a single call's card, and that is all they do.
Trends work differently. The dimension view compares your newer calls to your own earlier ones, never to other people, because the durable finding in that research is that behavioral stability under pressure marks the strong rep, not the absolute level. A number that is fine for one seller and poor for another is not a coaching signal; a change in your own numbers is.
Where the calls come from
Call Coaching reads the transcripts your connected call recording already ingests, the same source as the weekly behavioral read. Nothing new to install and nothing to paste. Calls are scored on the weekly pass, and the panel shows them newest first with a 7, 30 or 90 day window or all time.