Converdo evaluates each call with one or more scorecards. This article explains which scorecards exist, how the total score is formed, and what the two statuses mean that you run into most often.
Scorecards and frameworks
Converdo ships five standard scorecards:
- BANT: sales qualification on Budget, Authority, Need and Timeline.
- MEDDIC: sales qualification on Metrics, Economic Buyer, Decision Process, Implicated Pain and Champion.
- SPIN: conversation technique on Situation, Problem, Implication and Need Payoff.
- Vacature-intake (recruitment): how completely and sharply the recruiter qualifies the vacancy with the client.
- Kandidaat-kwalificatie (recruitment): screening of the candidate, including MAC (Money, Availability, Commitment).
Your admin can also create custom scorecards under Scorecards. Which scorecards apply to a call depends on the team member's function role and department: your admin links scorecards to roles under Departments & Roles.
The total score and the best-fit framework
A call can be scored against several scorecards at once. In the Calls list, the Total score column shows only the best-fit framework: the one for which the most criteria applied to this call. You then see, for example, "68% · SPIN". Hover over the score for the other frameworks.
The scale works like this: "On this scale, a call below 30% needs attention and above 50% is strong. Above 70% is rare." Open a call for the per-scorecard score, with the number of criteria it is based on and the scoring model used.
The outcome
The Outcome column summarises what the call produced, such as an appointment scheduled, a follow-up, a call-back scheduled or no interest. The colour indicates the direction (positive, neutral or negative).
Two statuses users email about
Awaiting assignment. These calls sit on the Needs attention screen (shown as "Aandacht nodig" in the menu): "Calls that couldn't be scored because the user has no (linked) role. Assign a call to a user, or mark it as not assigned." This is not an error: Converdo simply could not determine which team member (and therefore which scorecards) the call belongs to. The admin resolves it with Assign or Don't assign.
No conversation. Here there was nothing to score. The call then shows a note, for example "No score: only one speaker was detected." (such as a voicemail or a monologue) or "No score: this call was marked as not scorable." These calls do count toward your number of calls, but not toward your average score.