Everyone on the floor says they follow the playbook. The recordings are the only place that claim is checkable.
“Good morning, this is Priya from [MASKED]. May I confirm the last four digits of your account?”
Mandatory disclosure was never read out before verification began.
“I understand this is frustrating, let me see what I can do.” Acknowledged once, then moved on.
Sales QA usually gets sampled even more thinly than support QA, because listening to a forty-minute discovery call to check whether the qualification questions were asked is nobody’s favourite afternoon.
So the playbook drifts. New starters learn from whoever sits near them, the objection handling that works stays in one person’s head, and the manager finds out at quarter end.
Attach your sales SOP to the campaign and calls are graded against your actual sequence, discovery before pitch, qualification before demo, rather than generic call handling.
Talk-to-listen ratio, interruption counts and silence are measured per call, which is usually where a recited pitch shows up before the numbers do.
Each audit returns strengths, areas to improve and suggested actions against that specific call, so a one-to-one starts from a timestamp rather than a feeling.
Where a sale carries mandatory statements, they can sit on the scorecard as zero-tolerance parameters so a missed one fails the call outright.
An example of the shape, not a set we ship. Your parameters, your weights, your severities.
We score the conversation, not the outcome. Tying call quality to revenue means joining these audits to your CRM, and there is no CRM integration. That is an export-and-join in a spreadsheet today.