{"id":14767,"date":"2026-04-16T09:57:28","date_gmt":"2026-04-16T09:57:28","guid":{"rendered":"https:\/\/avidtrak.com\/resource\/?p=14767"},"modified":"2026-04-16T09:58:16","modified_gmt":"2026-04-16T09:58:16","slug":"how-sales-managers-track-call-quality-at-scale","status":"publish","type":"post","link":"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale","title":{"rendered":"How Sales Managers Track Call Quality at Scale"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Sales managers track call quality at scale by using scorecards, structured sampling, coaching workflows, conversation analytics, and outcome-based reporting. The goal is not to review every call. The goal is to review the right calls, measure quality consistently, spot patterns early, and improve rep performance across a larger team.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A few call reviews can help a small team. A growing sales team needs a system. Once call volume expands across reps, regions, shifts, call types, and lead sources, call quality can no longer depend on random spot checks or manager instinct alone.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That is where structured call quality tracking matters. Sales managers need a repeatable way to review conversations, score performance, coach reps, track compliance in recorded sales calls, and connect call behavior to pipeline and revenue. Strong call tracking and analytics make that process more manageable by combining recordings, searchable transcripts, outcome visibility, and pattern detection in one workflow. AvidTrak\u2019s current platform supports this kind of review through call recording, AI-powered transcription, conversation analytics, and <\/span><a href=\"https:\/\/avidtrak.com\/contact-center\/live-call-monitoring-whisper-barge\"><span style=\"font-weight: 400;\">live monitoring tools<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_81 counter-hierarchy ez-toc-counter ez-toc-white ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#Why_call_quality_becomes_harder_to_manage_at_scale\" >Why call quality becomes harder to manage at scale<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#What_sales_managers_are_actually_trying_to_measure\" >What sales managers are actually trying to measure<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#1_Start_with_a_clear_definition_of_a_good_call\" >1 . Start with a clear definition of a good call<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#2_Build_a_call_scorecard_that_managers_can_actually_use\" >2 . Build a call scorecard that managers can actually use<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#3_Do_not_score_every_call_the_same_way\" >3 . Do not score every call the same way<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#4_Use_sampling_not_full_review\" >4 . Use sampling, not full review<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#5_Combine_manual_reviews_with_conversation_intelligence\" >5 . Combine manual reviews with conversation intelligence<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#6_Create_a_review_cadence_that_fits_the_team\" >6 . Create a review cadence that fits the team<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#7_Track_trends_not_just_individual_calls\" >7. Track trends, not just individual calls<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#8_Tie_quality_tracking_to_business_outcomes\" >8 . Tie quality tracking to business outcomes<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#9_Make_calibration_a_formal_process\" >9. Make calibration a formal process<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#10_Coach_from_patterns_not_from_random_criticism\" >10. Coach from patterns, not from random criticism<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#11_Use_call_libraries_to_train_faster\" >11. Use call libraries to train faster<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#12_Use_alerts_and_flags_for_high-risk_situations\" >12. Use alerts and flags for high-risk situations<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-15\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#13_Separate_rep_quality_from_lead_quality\" >13 . Separate rep quality from lead quality<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-16\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#14_Build_a_simple_quality_dashboard\" >14 . Build a simple quality dashboard<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-17\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#What_high-performing_sales_managers_do_differently\" >What high-performing sales managers do differently<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-18\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#Examples_of_how_this_works_in_real_teams\" >Examples of how this works in real teams<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-19\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#How_sales_managers_know_the_system_is_working\" >How sales managers know the system is working<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-20\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#Final_thoughts\" >Final thoughts<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-21\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#FAQs\" >FAQs<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-22\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#How_many_calls_should_a_sales_manager_review_per_rep\" >How many calls should a sales manager review per rep?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-23\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#What_is_the_best_way_to_score_call_quality\" >What is the best way to score call quality?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-24\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#Can_AI_replace_manual_call_review\" >Can AI replace manual call review?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-25\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#What_should_sales_managers_track_besides_the_score\" >What should sales managers track besides the score?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-26\" href=\"https:\/\/avidtrak.com\/resource\/how-sales-managers-track-call-quality-at-scale\/#Why_do_managers_need_calibration\" >Why do managers need calibration?<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Why_call_quality_becomes_harder_to_manage_at_scale\"><\/span><b>Why call quality becomes harder to manage at scale<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">In a small team, a sales manager can hear more calls directly, step in faster, and coach reps in the moment. That becomes much harder once the team grows across more reps, more calls, more managers, and more sales motions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Call quality usually becomes harder to manage when the business has:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">more reps<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">more calls per rep<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">multiple products or territories<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">inbound and outbound teams<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">remote or hybrid staff<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">different lead sources<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">multiple managers scoring calls differently<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">At that point, call quality usually breaks down in three ways.<\/span><\/p>\n<h3><b>1. Scoring becomes inconsistent<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">One manager is stricter than another. One rep gets detailed feedback while another gets almost none. Without shared scorecards and calibration, call reviews start to feel subjective.<\/span><\/p>\n<h3><b>2. Volume outpaces manual review<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">As call volume grows, managers can no longer rely on random spot checks. There are simply too many calls to review without a structured sampling process and stronger call tracking and analytics.<\/span><\/p>\n<h3><b>3. Review does not turn into action<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Many teams record calls but do not turn those recordings into patterns, coaching plans, compliance checks, or <\/span><a href=\"https:\/\/avidtrak.com\/call-tracking-platform-integrations\"><span style=\"font-weight: 400;\">process improvements<\/span><\/a><span style=\"font-weight: 400;\">. That weakens the value of the entire review process.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is why sales managers need a system, not just recordings. A scalable call quality program should make it easier to review the right calls, score them consistently, coach clearly, and track whether quality is improving over time. It should also support how to track compliance in recorded sales calls so managers are not only reviewing performance, but also checking whether required steps, disclosures, and process standards are being followed.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"What_sales_managers_are_actually_trying_to_measure\"><\/span><b>What sales managers are actually trying to measure<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Call quality is not just about whether a rep sounds polished or friendly. At scale, sales managers need to measure whether the rep is doing the things that move the conversation toward a real business outcome.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That usually includes whether the rep:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">opens the call clearly<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">confirms context and need<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">asks strong discovery questions<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">listens instead of rushing<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">handles objections effectively<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">explains value in a way that fits the prospect<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">sets a clear next step<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">updates the CRM or required records correctly<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">follows the process without sounding scripted<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">A high-quality call should improve the chance of a meaningful result. Depending on the team, that result may be a booked meeting, a qualified lead, a quote, a demo, or a sale.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is also where best practices for <\/span><a href=\"https:\/\/avidtrak.com\/types-of-call-tracking-reports\"><span style=\"font-weight: 400;\">call tracking and analytics<\/span><\/a><span style=\"font-weight: 400;\"> in sales become more useful. Managers are not only reviewing rep behavior. They are also trying to understand which behaviors connect to better call outcomes, which patterns show up across teams, and where coaching should focus first.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In teams with recorded conversations, this is also the point where managers begin to see how to track compliance in recorded sales calls more clearly. A strong review process should not only check selling behavior. It should also confirm whether the required steps, disclosures, documentation, or intake standards were followed during the call.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"1_Start_with_a_clear_definition_of_a_good_call\"><\/span><b>1 . Start with a clear definition of a good call<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">This is the first step many teams skip.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If managers and reps do not agree on what a good call looks like, call quality turns into opinion. One manager may care most about tone. Another may care most about discovery depth. Another may only care whether the rep booked the next step.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sales managers need a written definition of a good call based on the sales motion.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, a good inbound B2B qualification call may include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">the rep confirms the lead source or reason for calling<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">asks questions about need, urgency, fit, and timeline<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">explains the right solution clearly<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">confirms the next step before ending<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/avidtrak.com\/lead-maximizer\"><span style=\"font-weight: 400;\">logs the outcome correctly<\/span><\/a><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">A good outbound prospecting call may look different:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">the rep earns the first 30 seconds<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">the rep speaks to a relevant pain point<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">the rep avoids a long pitch<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">the rep handles the first objection without losing control<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">the rep secures a meeting or a clear follow-up path<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The scorecard should follow the sales motion, not the other way around.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"2_Build_a_call_scorecard_that_managers_can_actually_use\"><\/span><b>2 . Build a call scorecard that managers can actually use<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A scorecard is the backbone of call quality tracking at scale. It keeps reviews consistent and makes coaching easier.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A good scorecard is short enough to use often and specific enough to be useful. Most teams do better with 6 to 10 scoring areas than with 25 small items.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A practical scorecard often includes these categories:<\/span><\/p>\n<h3><b>1. Opening<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Did the rep start with clarity and control? Did they set the tone quickly?<\/span><\/p>\n<h3><b>2. Discovery<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Did the rep ask useful questions? Did they uncover the real need?<\/span><\/p>\n<h3><b>3. Listening<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Did the rep respond to what the prospect actually said, or just follow a script?<\/span><\/p>\n<h3><b>4. Value Communication<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Did the rep explain the offer in a way that matched the prospect\u2019s problem?<\/span><\/p>\n<h3><b>5. Objection Handling<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Did the rep stay calm, answer clearly, and move the conversation forward?<\/span><\/p>\n<h3><b>6. Next Step Control<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Did the rep end with a clear next action?<\/span><\/p>\n<h3><b>7. Compliance or Process<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Did the rep follow required steps, disclosures, and CRM updates?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Each item can be scored on a simple scale such as:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">0 = missed<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">1 = partially done<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">2 = done well<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">That simple model works better than a vague 1-to-10 score in many teams because it forces managers to judge observable behavior.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"3_Do_not_score_every_call_the_same_way\"><\/span><b>3 . Do not score every call the same way<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">This is one of the biggest mistakes in large teams.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A discovery call, a follow-up call, and a closing call should not be judged by the same scorecard. The job of the call is different.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sales managers should create scorecards by call type, such as:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">inbound lead qualification<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">outbound cold call<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">demo booking call<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">follow-up call<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">pricing or proposal call<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">retention or renewal call<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">That keeps scoring aligned with the purpose of the conversation.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, if a rep handles a short inbound call from someone who only wants to check availability, the manager should not score that call as if it were a long discovery conversation. The call should be judged by whether the rep handled that moment well, not by whether they forced steps that did not fit.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is one of the best practices for call tracking and analytics in sales because it keeps reviews tied to the real sales motion. It also helps managers see patterns more accurately across different call types instead of blending everything into one quality score. In teams reviewing recordings, this approach also supports how to track compliance in recorded sales calls by making it easier to judge required behavior based on the actual type of conversation being reviewed.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"4_Use_sampling_not_full_review\"><\/span><b>4 . Use sampling, not full review<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">No manager can review every call in a growing team. Trying to do that usually leads to burnout or shallow reviews.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The better model is structured sampling.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A sales manager might review:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">3 to 5 calls per rep per week in a smaller team<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">2 to 3 calls per rep per week in a larger team<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">extra calls for new hires, low performers, or reps on coaching plans<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">a balanced mix of call types, lead sources, and outcomes<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This helps managers see enough to coach well without creating an impossible workload.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sampling should include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">wins<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">losses<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">no-decisions<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">short calls<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">long calls<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">calls from strong reps<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">calls from struggling reps<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Only reviewing bad calls creates a distorted picture. Strong calls teach just as much.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"5_Combine_manual_reviews_with_conversation_intelligence\"><\/span><b>5 . Combine manual reviews with conversation intelligence<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Once volume grows, manual review alone is not enough.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sales managers should use conversation intelligence tools and call analytics to surface patterns faster. That includes:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">recordings<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">searchable transcripts<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">talk-to-listen ratio<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">interruption rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">hold time<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">silence rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">keyword and phrase tracking<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">sentiment tracking<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">objection mentions<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">outcome tagging<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">These tools do not replace human judgment. They help managers know where to look.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If pricing objections spike across one segment, managers can review those calls first.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If one rep has an unusually high monologue rate, managers can coach on discovery and listening.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If calls mentioning a competitor have lower conversion, managers can build rebuttal training around that theme.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This is how managers review smarter, not just more.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"6_Create_a_review_cadence_that_fits_the_team\"><\/span><b>6 . Create a review cadence that fits the team<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Call quality tracking only works if it becomes part of a routine.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A workable cadence often looks like this:<\/span><\/p>\n<h3><b>Daily<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Managers review urgent issues, flagged calls, missed opportunities, or compliance concerns.<\/span><\/p>\n<h3><b>Weekly<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Managers score a set number of calls per rep, identify patterns, and run coaching sessions.<\/span><\/p>\n<h3><b>Monthly<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Managers review team-wide trends, compare call quality against pipeline results, and adjust training priorities.<\/span><\/p>\n<h3><b>Quarterly<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Managers update scorecards, review whether scoring still matches the sales motion, and align quality standards across managers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Without cadence, call quality work becomes reactive and uneven.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"7_Track_trends_not_just_individual_calls\"><\/span><b>7. Track trends, not just individual calls<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A single call matters for coaching. Trends matter for management.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sales managers should track:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">average quality score by rep<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">average quality score by team<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">score movement over time<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">weakest scorecard areas<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">strongest scorecard areas<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">quality score by lead source<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">quality score by call type<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">coaching completion rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">change in close rate after coaching<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This helps answer questions such as:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Which reps need support right now?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Which skill is hurting the whole team?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Which lead sources are producing weak-fit calls?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Which managers are coaching effectively?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Is call quality improving after training?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">That is where call review becomes a management tool rather than a listening exercise.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"8_Tie_quality_tracking_to_business_outcomes\"><\/span><b>8 . Tie quality tracking to business outcomes<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A score by itself is not enough. Sales managers should connect call quality to real outcomes.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The best call quality programs compare quality scores with:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">meeting booked rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">qualified lead rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">quote rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">demo completion rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">opportunity creation rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">close rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">average deal value<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">retention or repeat purchase, if relevant<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This matters because not every scoring item carries the same business weight.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, a SaaS team may find that reps with stronger discovery scores create more qualified pipeline, even if their calls are not the smoothest. A home services team may find that next-step control is the biggest predictor of booked appointments. A legal intake team may find that empathy and intake accuracy matter most.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Once managers see which call behaviors connect to results, coaching gets sharper.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"9_Make_calibration_a_formal_process\"><\/span><b>9. Make calibration a formal process<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">When more than one manager scores calls, scoring drift becomes a real problem.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Calibration means managers listen to the same calls, score them independently, compare scores, and agree on what \u201cgood,\u201d \u201cpartial,\u201d and \u201cmissed\u201d look like.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Without calibration:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">rep trust drops<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">coaching becomes uneven<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">quality reporting becomes unreliable<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">performance conversations feel subjective<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">A simple calibration process works well:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Pick 3 to 5 calls each month.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Have managers score them independently.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Compare where scores differ.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Agree on scoring standards.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Update examples inside the scorecard guide.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">This keeps the program fair.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"10_Coach_from_patterns_not_from_random_criticism\"><\/span><b>10. Coach from patterns, not from random criticism<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Call quality tracking should lead to better coaching, not more criticism.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The best coaching is:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">specific<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">tied to real examples<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">focused on one or two skills at a time<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">repeated until the behavior improves<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Weak coaching says, \u201cYou need to sound more confident.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Strong coaching says, \u201cOn your last three pricing calls, you answered too early without asking why price was a concern. This week, pause first, ask one clarifying question, then respond.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Managers should bring:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">one strong example<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">one missed example<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">one practice goal<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">one follow-up review point<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">That keeps coaching grounded and measurable.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"11_Use_call_libraries_to_train_faster\"><\/span><b>11. Use call libraries to train faster<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Once managers review calls regularly, they should start building a call library.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is one of the most useful assets in a scaled sales team.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A call library can include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">strong discovery calls<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">strong objection-handling examples<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">weak calls with teachable moments<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">strong calls by product or vertical<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">strong calls by stage<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">calls that show common mistakes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">competitor mention examples<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">pricing discussion examples<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This helps new hires ramp faster and gives managers ready material for team training.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, instead of telling a rep to \u201csound more consultative,\u201d a manager can share two strong calls where a top rep handled the same situation well.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"12_Use_alerts_and_flags_for_high-risk_situations\"><\/span><b>12. Use alerts and flags for high-risk situations<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">At scale, managers should not wait until weekly review to catch major issues.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Set alerts or flagging rules for calls that may need immediate review, such as:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">very short inbound calls from paid campaigns<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">repeated missed objections<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">negative sentiment<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">calls with legal or compliance risk<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">calls with high buyer intent but no next step<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">repeated mentions of competitors<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">calls marked as lost after strong initial interest<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This helps managers step in before problems spread.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A good example is a multi-location admissions team. If several calls in one region mention \u201cno one got back to me\u201d or \u201cI am still waiting,\u201d the issue may not be rep skill alone. It may be a broken follow-up process. Flags help surface that fast.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"13_Separate_rep_quality_from_lead_quality\"><\/span><b>13 . Separate rep quality from lead quality<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">This is critical.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sometimes weak calls reflect poor rep performance. Sometimes they reflect poor-fit leads, bad routing, weak targeting, or unclear offers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sales managers should compare call quality by:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">campaign<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">lead source<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">territory<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">product line<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">team<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">call type<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For example, if strong reps suddenly show lower quality scores on one paid campaign, the issue may be lead fit. If one territory has more rushed or frustrated calls, the issue may be volume pressure or staffing. If one product line creates repeated confusion, the messaging may be weak.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Good managers do not blame reps for system problems.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"14_Build_a_simple_quality_dashboard\"><\/span><b>14 . Build a simple quality dashboard<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A sales manager does not need a complicated dashboard at the start. They need a useful one.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A practical call quality dashboard can include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">calls reviewed this week<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">score by rep<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">team average score<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">lowest-scoring skill area<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">highest-scoring skill area<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">flagged calls<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">coaching sessions completed<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">score change over 30 days<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">quality score vs conversion rate<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">That view gives managers enough to act quickly.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"What_high-performing_sales_managers_do_differently\"><\/span><b>What high-performing sales managers do differently<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Managers who track call quality well at scale usually do a few things consistently.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Define what good looks like in writing.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Use a small set of scorecard categories instead of a bloated form.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Sample calls on purpose.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Review both strong and weak calls.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Connect call quality to pipeline and revenue.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Calibrate scoring across managers.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Coach one behavior at a time.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Use transcripts and conversation data to find patterns faster.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Treat call quality as a process, not as a side task.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Examples_of_how_this_works_in_real_teams\"><\/span><b>Examples of how this works in real teams<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3><b>Example 1: SaaS sales team<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">A manager sees that demos booked per rep are flat even though call volume is strong. After reviewing transcripts, the manager finds that reps are rushing discovery and pitching too early. The scorecard shows low discovery scores across the team. Coaching focuses on question structure and listening. Demo quality improves over the next month.<\/span><\/p>\n<h3><b>Example 2: Home services call center<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">A regional manager sees lower booking rates in one market. Call reviews show that reps are not confirming appointment windows clearly and callers leave uncertain. The issue is not lead volume. It is next-step control. A revised script and coaching raise booking rates.<\/span><\/p>\n<h3><b>Example 3: B2B outbound team<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">A team has decent connect rates but weak meeting conversion. Call reviews show that reps are talking too much in the opening minute. Managers begin tracking the talk-to-listen ratio and first-minute structure. Reps start earning more second-stage conversations.<\/span><\/p>\n<h3><b>Example 4: Legal intake team<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">One office appears to underperform on signed cases. Review shows that the intake team handles emotional callers too quickly and misses key intake facts. Managers add empathy and intake completeness to the scorecard. Better call quality leads to stronger case screening.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"How_sales_managers_know_the_system_is_working\"><\/span><b>How sales managers know the system is working<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A good call quality program should produce visible changes such as:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">more consistent scoring across managers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">clearer coaching sessions<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">faster improvement in weak skill areas<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">better conversion at key call stages<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">fewer repeated mistakes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">stronger onboarding for new reps<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">more confidence in performance reviews<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">clearer links between call behavior and revenue results<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">That is the real test. The program should improve performance, not just create more forms.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Final_thoughts\"><\/span><b>Final thoughts<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Sales managers do not need to listen to every call to manage call quality well at scale. They need a structured way to define quality, review the right calls, spot patterns, coach clearly, and tie conversation quality to business outcomes.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When that system is in place, call review stops being random and starts becoming a repeatable part of sales management. That is how teams improve quality across more reps, more calls, and more markets without losing control.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"FAQs\"><\/span><b>FAQs<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ul>\n<li aria-level=\"1\">\n<h2><span class=\"ez-toc-section\" id=\"How_many_calls_should_a_sales_manager_review_per_rep\"><\/span><b>How many calls should a sales manager review per rep?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">There is no single number that fits every team, but many managers review 2 to 5 calls per rep per week depending on team size, call volume, and rep performance. New hires and struggling reps usually need more review coverage.<\/span><\/p>\n<ul>\n<li aria-level=\"1\">\n<h2><span class=\"ez-toc-section\" id=\"What_is_the_best_way_to_score_call_quality\"><\/span><b>What is the best way to score call quality?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The best method is a short scorecard with clear, observable behaviors tied to the sales motion. Most teams do better with 6 to 10 categories than with a long checklist.<\/span><\/p>\n<ul>\n<li aria-level=\"1\">\n<h2><span class=\"ez-toc-section\" id=\"Can_AI_replace_manual_call_review\"><\/span><b>Can AI replace manual call review?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">No. AI helps managers find patterns, flag calls, and speed up review, but managers still need to judge context, coaching needs, and business relevance.<\/span><\/p>\n<ul>\n<li aria-level=\"1\">\n<h2><span class=\"ez-toc-section\" id=\"What_should_sales_managers_track_besides_the_score\"><\/span><b>What should sales managers track besides the score?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">They should also track quality trends by rep, team, call type, lead source, and outcome. The strongest programs connect quality scores to meetings booked, qualified leads, opportunities, and close rates.<\/span><\/p>\n<ul>\n<li aria-level=\"1\">\n<h2><span class=\"ez-toc-section\" id=\"Why_do_managers_need_calibration\"><\/span><b>Why do managers need calibration?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Calibration keeps scoring fair across managers. Without it, reps may get different scores for the same behavior, which weakens trust in the whole program.<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Sales managers track call quality at scale by using scorecards, structured sampling, coaching workflows, conversation analytics, and outcome-based reporting. The goal is not to review every call. The goal is&#8230;<\/p>\n","protected":false},"author":1,"featured_media":14768,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[34],"tags":[],"class_list":{"0":"post-14767","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-call-tracking-blog"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How Sales Managers Track Call Quality at Scale<\/title>\n<meta name=\"description\" content=\"Learn how sales managers track call quality at scale using scorecards, sampling, coaching, conversation intelligence, and outcome-based reporting.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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Neelo is passionate about making technology accessible by bridging design, data, and communication.","sameAs":["http:\/\/new.avidtrak.com"]}]}},"_links":{"self":[{"href":"https:\/\/avidtrak.com\/resource\/wp-json\/wp\/v2\/posts\/14767","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/avidtrak.com\/resource\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/avidtrak.com\/resource\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/avidtrak.com\/resource\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/avidtrak.com\/resource\/wp-json\/wp\/v2\/comments?post=14767"}],"version-history":[{"count":1,"href":"https:\/\/avidtrak.com\/resource\/wp-json\/wp\/v2\/posts\/14767\/revisions"}],"predecessor-version":[{"id":14769,"href":"https:\/\/avidtrak.com\/resource\/wp-json\/wp\/v2\/posts\/14767\/revisions\/14769"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/avidtrak.com\/resource\/wp-json\/wp\/v2\/media\/14768"}],"wp:attachment":[{"href":"https:\/\/avidtrak.com\/resource\/wp-json\/wp\/v2\/media?parent=14767"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/avidtrak.com\/resource\/wp-json\/wp\/v2\/categories?post=14767"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/avidtrak.com\/resource\/wp-json\/wp\/v2\/tags?post=14767"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}