Every customer call, a little better than the last.
Your playbook on screen during sales, onboarding and success calls, and a drafted review when they end.
- ✓Opening & rapport
- 2Current processGet the workaround in their words: who does it, how often, what breaks.
- 3Cost of the problem
- 4Budget & authority
- 5Next steps
- Get the shape of the workaround before the cost.
- Objections and upsells pull up your answer.
- The script moves when the call does.
- Your words on screen. Stella suggests the rest.
Two scores on every call. One measured, one judged.
- Asks
- Did the call run the play?
- Decided by
- Stella, from the transcript
No transcript, no score.
- Opening & rapportOpened on the rollout from last quarter.100
- Current processGot the workaround, not how often it happens.80
- Cost of the problemCost named and anchored.90
- Budget & authorityNever reached.0
- Next stepsFollow-up agreed, with no date.60
- ✓Opened on their own wordsYes / noYes×2
- 4Quantified the cost of the problem1 to 54 of 5×3
- 2Handled the pricing objectionChoiceAnchored on run rate×2
- ✕Identified who signs offYes / noNo×2
- PBooked a next stepPass / fail · auto-failPass×1
- –Ran the security walkthroughYes / no · enterprise onlyNot applicable×2
- …Anything worth flaggingTextPlatform team has it too–
Show the math
- Opened on their own words×22.00
- Quantified the cost of the problem4 of 5, at a weight of 3×32.40
- Handled the pricing objectionThis answer is worth 2 of 3 points×21.33
- Identified who signs off×20.00
- Booked a next stepAuto-fail: a fail here makes the whole card 0%×11.00
- Ran the security walkthroughNot applicable, so it leaves the sum instead of scoring 0×2drops out
- 6.73 earned ÷ 10 available67%
Stella drafts. Your team coaches.
Stella fills in the scorecard with a reason for each answer. A person checks it, adds notes and submits.
- A draft until someone submits it.
- No transcript, no draft.
- Comment on, highlight or flag any line.
✦ Opened on last quarter's rollout at 00:04.
✦ Named the March outage, but not how often it happens.
✦ Nobody asked who approves the budget.
Maya · flagged the line at 06:12Ask who signs off before pricing comes up. Try it on Thursday's call.
Talk ratio
Every rep's score, week by week.
Reviews count for the people on the call, not the manager who scored it. See who's improving, and the two things each person should work on next.
- Jordan 88%
- Riley 81%
- Sam 58%
- Team 77%
- SamNext steps agreed31%team 72%
- RileyBudget asked55%team 65%
- JordanBudget asked70%team 65%
Stella's drafts show as their own AI score until a manager submits them.
See where your team slips. Coach it, then fix the playbook.
How each person runs the play.
Adherence and completed calls by person, and average scores by scorecard over 7 to 90 days.
76% 44 reviews
Sample dataFind the step that slips, then coach the call.
Time and skip rate for every section. Open a call, score it and leave a note on the exact line.
58% Jordan L. · Discovery call v3
Maya · flagged 09:31Price came up before anyone asked who signs off. Try the budget question first.
Stella suggests how to fix the playbook.
Script edits, new objection answers and upsells, based on how your recent calls went. You accept or dismiss each one.
From your last 20 completed calls
Budget & authority is skipped on 41% of calls, usually because time runs out. Move its first question into Current process.
Calls spend 5:30 here, the longest section. Keep the two questions that lead to a number.
Hand the team a new scorecard or playbook.
Start from a template or a draft by Stella. Five answer types, weights that don't need to add up to 100, and rules for which calls it applies to.
Opening
Discovery
Close
Applies when
+ Add rule
Coaching that happens every week, not when someone remembers.
Set how many calls each person gets reviewed. Custral picks the calls, hands out the reviews as tasks and shows who’s behind. The calls worth learning from go in one library.
What people ask first.
Is this only for sales calls?
No. Playbooks and scorecards are yours to write, so an onboarding kickoff, a support call or a renewal check-in gets its own script and its own card. Rules keep each card on the right calls.
Why are there two scores on one call?
Adherence asks whether the call ran your play, which the transcript can settle. The scorecard asks how well it went, which is a judgment, so a person signs it.
Does Stella submit the review?
No. Stella fills in the form and stops. The reviewer can change any answer, and nothing counts until they submit.
What happens when there's no transcript?
Nothing is invented. Adherence isn't scored and the scorecard isn't drafted, so the reviewer starts from a blank form.
Which calls does it work on?
Live coaching runs on calls made in Custral and calls recorded from your browser. Scorecards work on any conversation with a transcript.
Read the docs: Playbooks · Scorecards · Call recording · Dispositions
Write one playbook. The next call runs it.
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