A two-minute walkthrough, narrated. Turn your sound on, or read along — the captions say the same thing.
| When | Caller | Agent | Length | Score |
|---|---|---|---|---|
| 2026-09-14 21:50 | +1 325 232 9319 | Agent C | 45m 57s | 1/10 |
| 2026-09-14 14:30 | +1 614 663 7137 | Agent C | 14m 30s | 2/10 |
| 2026-09-14 16:13 | +1 423 715 0354 | Agent B | 38m 12s | 3/10 |
| When | Caller | Agent | Sale | Disposition | Score | Verdict |
|---|---|---|---|---|---|---|
| 2026-09-14 21:50 | +1 325 232 9319 | Agent C | No | Agent error | 1/10 | bad |
| The consumer's income was restated for them to reach eligibility, then a paid add-on was closed after they had declined it. | ||||||
| 2026-09-14 13:29 | +1 575 909 0790 | Agent A | Yes | Sale | 8/10 | good |
| A fully qualified, willing consumer handed over cleanly, with nothing promised that could not be delivered. | ||||||
| qualifying | strong | A complete screen was run in plain, unleading language. |
| genuine interest | adequate | Stayed on the line throughout. |
| honesty | weak | Benefits stated as settled fact at 33:29. |
| the handoff | weak | No introduction — the buyer got no name. |
| conduct | adequate | No pressure, but the survey score was coached. |
| Agent | Graded | Sales | Bad | Avg | Flags | |
|---|---|---|---|---|---|---|
| Agent C | 19 | 1 | 16 (84%) | 2.6 | 5 | |
| Agent B | 17 | 3 | 8 (47%) | 4.8 | 1 | |
| Agent A | 12 | 5 | 1 (8%) | 7.9 | — |
Where it turned: at 04:12, after the consumer said “I already told you I'm not interested” and the agent carried on into the next question.
| Mood at the end | Calls | Sales |
|---|---|---|
| positive | 14 | 9 |
| neutral | 19 | 3 |
| frustrated | 11 | 0 |
| disengaged | 4 | 0 |
| Name | Applies to | Rated areas | Answers |
|---|---|---|---|
| Acme inbound | campaigns matching Acme | 3 | 12 |
| Medicare AEP | campaigns matching Medicare | 5 | 9 |
Added to our transfer rubric, never replacing it — so a scorecard about product knowledge cannot switch off the compliance checks.
| Role | Sees | |
|---|---|---|
| the admin password | Owner | everything |
| ops@acme.com | Manager | every call, no settings |
| dana@acme.com | Agent | only Agent A |
Agents sign in and see their own scorecards and feedback — nobody else's. A scorecard nobody can look at does not change how anyone sells.
“At 06:41 — when she asks how long you’ve been out of work, just say over two years, alright? And don’t mention the cleaning job. We’ll look after you once it goes through.”
| Caller | Vertical | Disposition | Score |
|---|---|---|---|
| +1 870 476 2748 | SSDI | Disqualified — age outside guidelines | 3/10 |
| +1 219 613 9730 | ACA health insurance | Disqualified — no qualifying life event | 4/10 |
| +1 806 705 1570 | Final expense | Disqualified — health knockout | 5/10 |
| +1 562 584 5069 | Motor vehicle accident | Disqualified — at fault | 2/10 |
Chosen from the campaign, the number dialled, or the buyer — whichever names it.
Promised an approval before a single qualifying question was asked.
“Ya está aprobado, señora, solo necesito sus datos.” [it is already approved, ma’am, I just need your details]
00:14 · before any question. The gloss is outside the quotation marks, because the quote is the evidence.
| When | Caller | Agent | Score | |
|---|---|---|---|---|
| 2026-10-01 13:53 | +1 325 232 9319 | Agent A | 3/10 | |
| 2026-10-01 14:21 | +1 614 663 7137 | Agent C | 4/10 |
A benefit figure was quoted before a single qualifying question.
“Thanks for holding, this is [name removed], I’m putting you straight through to the [name removed] team now.”
Every name and number in this walkthrough is invented. See the affiliate network version instead.