Call Scoring 101

Listening and scoring calls is the single most important thing you can do to increase revenue in the shortest amount of time. The goal of scoring calls is to help your team change behavior and improve their sales skills. In order to for improvement to take place you will need to provide honest feedback to them.

Revinate recommends scoring Hot Lead and Not Booked calls 4-8 minutes in length however, your average calls may be longer than this. Choose call lengths that make the most sense for your business.

To begin scoring calls:

1. Navigate to Tracking > Inbound Calls.
2. Change the Start Date filter to reflect calls from the previous two weeks.
3. Select an agent’s name from the Agent dropdown menu.
4. Click the Multi Select Mode checkbox.
5. In the Call Results dropdown menu click the All checkbox to deselect All Call Results.
6. Select both the Hot Lead and Not Booked Call Results.
7. Click the Get Data button.
8. Click the Create Score Sheet button in the Score Column.
9. Select a scoring template from the Select Scoring Template dropdown menu.
10. Click Use this Template.
11. Click the Play button to listen to the recording.
12. Select either Yes, No or NA for each scoring criteria in your list.
13. Add any notes to the Notes field.
14. Click Update to save the scored call.

The Reservation Sales Call Scoring Module contains the Revinate Non-Negotiables template, but can be customized to use a template of your own creation.

Non-Negotiable	What to listen for	Value
Start with the proper greeting	Use the properties full name, state your own name, and ask for the guest's name.	5 Points
Ask open ended questions	Ask qualifying questions to identify the guest's needs. Use information provided to build rapport and sell the experience.	10 points
Engage in conversation	Use the guest's name conversationally, but discreetly throughout the call. Use information learned through discovery or from past stays (using Guest Rich Profile) to build rapport. Share a bit of yourself by giving them a local viewpoint.	5 points
Give tailored recommendations with confidence and pride	Use information gathered to make recommendations to tailored to the guest's specific needs. Exhibit a genuine sense of interest and concern for the caller's satisfaction. Lead the conversation and try to anticipate needs. Drive call with confidence and pride.	10 points
Maintain an upbeat friendly tone and cadence	Use a pace that is appropriate, clear, confident and mirrors the caller. Maintain an energetic, enthusiastic, yet gracious tone throughout the call. Be well spoken, avoid slang, phrase fragments, "dead air", and no "ums".	5 points
Ask for the reservation	Ask for the reservation after effectively selling the tailored experience. While this seems obvious, Revinate data shows that agents skip this step 60% of the time. Recap the reservation guidelines, deposit, and cancellation policies.	10 Points
Attempt to overcome objections	Overcome objections by leveraging urgency, requesting flexible dates, and asking additional clarifying questions. In lieu of offering discounts, find alternative options to overcome the guest's objections to making the reservation.	5 points
Offer to follow-up with outbound call	Attempt to follow-up with a guest if they need to speak to another party prior to proceeding with securing a reservation. Offer to set up a follow-up appointment.	10 Points
Thank the caller	Politely close call with sincere appreciation and rebrands the property. Offer additional assistance. Give anticipatory remarks.	5 points
Create an accurate and high-quality lead	Capture the guest's email address, dates of stay, and reason for stay. Accurately fill in all the lead fields (room, price quote, number of guests, and country). Lead notes deliver accurate information with details, including any special requests.	10 Points