What is Call Scoring? Difference Between Call Score and Lead Score

Understanding customer interactions is crucial nowadays to deal with competitive business standards. And in the field of marketing and sales management, call and lead scoring are the effective tools for evaluating interactions.

Both the concepts are linked with sales performance evaluation, however it is important to understand the different aspects of the sales process. If the question is what is call scoring, then the answer would be, it is the process of focusing on the phone calls' evaluation by sales representatives. And lead scoring is the process of evaluating the leads' quality and their potential for conversion into customers.

In this blog, let's explore the difference between these two evaluation methods and how they can help in optimising a company's sales performance.

What is Call Scoring?

It is the process of evaluating phone calls on the basis of predefined criteria. Businesses are using this technique to measure the quality of interactions between the customers and agents. Here the goal is to identify customer service and sales processes strengths and weaknesses.

How Does Call Scoring Works?

There are several steps those can help you in identifying how the call scoring is working:

Criteria Setting: Define the important business factors like product knowledge, greetings, problem solving skills and strategies, closing techniques.

Call Recordings: Use call recording software to capture customer interactions.

Evaluating Calls: Evaluate each call to score against your criteria. It can be done manually or through automated call scoring software.

Analysing Results: Let the scores' review to identify trends and areas for improvement.

Feedback: Offer constructive feedback to agents on the basis of their performance.

Call Scoring Benefits

• Improve Customer Service: Businesses can train their agents through identifying the weaknesses and strengths easily.

• Increased Sales: A sales call understanding will help in replicating success across the team.

• Enhanced Agent Performance: By keeping eye on regular feedback, you will lead towards continuous improvement.

• Better Compliance: Make sure agents are strictly following the company policies and legal requirements.

• Customer Insights: Provides valuable data on customer preferences and pain points.

What is Lead Scoring?

It is a systematic strategy that is used by the team of sales and marketing to rank prospects against a scale that helps in representing the perceiving value of each leads for the organisation. This process includes the points to those leads which are created on the basis of visit behaviours and attributes like marketing engagement, demographic information, marketing content and sales team's interactions.

How Does Lead Scoring Works?

There are several steps those can help you in identifying how the lead scoring is working:

• Scoring Criteria: Checkout the indicating factors that display the possibilities of lead's likelihood conversion process. The factors include company size, demographic information, job role, website visits, email opens and content downloads.

• Assign Point Values: Based on the importance of each criteria the points are allocated like a lead form a target industry might receive more points than one form a non-target industry.

• Track Lead Behavior: Marketing automation tools and CRM systems utilizations help to monitor lead activities and interactions.

• Score Calculation: Whether you are calculating each lead's score either manually or automatically, it is based on the defined criteria and their corresponding point values.

• Leads Categories: Segment leads display vivid categories like hot, warm or cold to define their criteria and their corresponding point values based on their priority and their scores.

Benefits of Lead Scoring

• Improved Sales Efficiency: Sales teams can focus on their efforts by identifying the promising leads with the highest potential to convert, reducing time spent on less promising leads.

• Enhanced Marketing Effectiveness: Marketing teams can customise campaigns and content for the specific needs and interests of high scoring leads, increasing engagement and conversion rates.

• Sales and Marketing Better Alignments: Lead evaluation makes lead scoring to create common frameworks. It fosters collaboration and alignment between sales and marketing teams.

• Increased Revenue: High quality leads aim at focusing the improvement of conversion rates and work on lessening the sales cycle that lead to revenue increment.

• Personalised Customer Experience: High scoring leads help businesses to understand the behaviours and preferences, so that you can provide more personalised and relevant interactions to increase overall customer experience.

• Decision Making Based on Data: Get valuable insights into the attributes and behaviours through lead scoring. It lets you correlate with successful conversions, and enable more informed strategic decisions.

Difference Between Call Score and Lead Score

Call scoring focuses on the customer quality interactions, and lead assesses the potential value of a prospect. Let's checkout the differences:

Call Scoring	Lead Scoring
Focus on interaction quality between agent and customer.	Focus on potential value and likelihood  of a lead converting into a customer.
Criteria: Customer service skills, adherence to scripts, problem resolution, and call handling time.	Criteria: Demographics, behaviour, engagement level, and past interactions.
Outcome: Measures agent performance and customer satisfaction.	Outcome: Prioritises leads based on their readiness to buy.
Tools: Call recording and analytics software.	Tools: CRM systems and marketing automation tools.

How to Implement Call Scoring in Your Business?

Call scoring implementation requires a strategic approach. Get step-by-step guide:

• Define Objectives: Determine your focusing point to achieve on call scoring. Common goals are improving customer satisfaction, ensuring compliance, and boosting sales.

• Select Criteria: Choose the scored factors. Customise these to your business requirements and customer expectations.

• Train Evaluators: Ensure that those scoring the calls understand the criteria and scoring ssystem.

• Use Technology: Invest in call recording and scoring software, which automates the process and provides detailed analytics.

• Review Regularly: Analyse the scoring data consistently and adjust your criteria as needed.

• Provide Feedback: Share the result with your agent and give constructive feedback. Use the insights to guide training and development.

What is effective call scoring?

You need to consider certain practices to maximise the benefits of call scoring.

• Maintain Consistency: Make sure that all evaluators use the same criteria and scoring system.

• Use Balanced Criteria: Add both qualitative and quantitative factors.

• Automate: Leverage technology to streamline the process and reduce manual errors.

• Involve Agents: In the scoring process engage your agents, encourage them for self-assessment and peer reviews.

• Focus on Development: To focus on development you need to use your scoring as a tool for growth not just for assessment. Provide ongoing training and support.

How is Teldrip helpful for call scoring?

It is essential to understand the difference between call scoring and lead scoring to optimise call and prospect management. Lead scoring focuses on evaluating the quality of the prospects on the basis of their behaviour. While call scoring focuses on evaluating the call quality and phone interactions. In this context, Teldrip stands out as the ideal services provider for practising your call scoring. Our tools are able enough to record and transcribe calls. Tools provide a detailed analysis of conversations and allow the evaluation of the phone interactions quality. Our tools at Teldrip offer real-time automatic summaries, follow-ups list and take actions as well as suggested follow-up email. Our AI powered tools help companies to not only save time but also improve their sales process by evaluating and optimising their calls' quality.

Final Thought

Call scoring is a tool that helps in enhancing customer interactions and driving business success. Evaluate the phone calls quality to improve your business's customer service, ensure compliance, and increase sales. When call scoring focuses on the interaction quality, lead scoring prioritises prospects on the basis of their potential value. These two are essential for customer relationship strategy.

Call scoring implementation requires careful planning and the right tools. To follow the best practices using authentic statistics, businesses can make informed decisions so that you can see a consistent improvement in their processes.

The best practice gained invaluable insights for call scoring. They not only help in improving agent performance but also provide a deeper understanding of customer needs. It leads to better customer experiences and higher business growth. So start scoring your calls today with Teldrip and use the full potential of your customer interactions.