If you’ve got a sales team, you probably already know that “just listen to more calls” isn’t a coaching strategy. You need a way to spot what’s working, what’s not, and give reps feedback that actually helps. That’s where call scorecards come in. This guide is for managers and enablement folks who want to set up call scorecards in Jimminy in a way that’s actually useful—and not just another box to tick.
Below, you’ll get a step-by-step walkthrough, some honest advice on what matters (and what doesn’t), and a few shortcuts to skip the growing pains.
Why Bother With Call Scorecards?
Let’s be honest: most reps dread “scorecards” because they’ve seen them used as a stick, not a coaching tool. But when you do them right, scorecards give you:
- A way to measure what’s actually happening on calls, not just how people feel about them
- Consistent feedback across the team, so it’s not just “I liked that call” or “That didn’t feel right”
- A way to track rep progress over time and spot coaching themes
Of course, if you make the scorecard a 30-question checklist, people will game it or tune out. The sweet spot is simple, repeatable, and tied to outcomes—not just activity.
Step 1: Decide What You Actually Want to Measure
Don’t start by copying someone else’s scorecard. Start with your own sales process. Ask yourself:
- What behaviors separate top reps from the rest here?
- What moments in the call make the biggest difference (opening, discovery, handling objections, closing)?
- What’s non-negotiable for compliance or brand?
Jot down 4–8 things you genuinely care about. Any more, and you’re just making work.
Pro tip:
Avoid vague criteria like “rapport building” unless you can define what good looks like. “Asked at least three open-ended questions” is clearer than “good discovery.”
Step 2: Build a Scorecard in Jimminy
Now you’ve got your criteria. Time to translate them into a scorecard in Jimminy:
- Log into Jimminy and head to “Scorecards” under the admin or coaching section.
- Click “Create Scorecard.” Give it a name your team will recognize (e.g., “2024 Discovery Call Scorecard”).
- Add sections for each call stage. For example:
- Call Opening
- Discovery
- Solution Pitch
- Objection Handling
- Closing
- Add questions or statements for each section.
- Use clear, specific language. Instead of “Good intro,” try “Set a clear agenda at the start of call?”
- Decide on your answer type: Yes/No, 1–5 scale, or free text.
- Keep it short. Each section should have 1–2 must-have items, not a laundry list.
- Set weightings (if needed).
- Some tools let you make certain criteria count more. If “Next Steps Agreed” is crucial, give it more weight.
- Don’t overcomplicate this at first—you can always tweak later.
What to skip:
Resist the urge to score every little detail (“Did the rep say ‘thank you’?”). Focus on what truly moves deals forward.
Step 3: Test It Yourself (And With a Few Reps)
Before you roll it out to everyone, run a few calls through your new scorecard:
- Score a couple of recent calls yourself. Does the scorecard flag what you care about?
- Ask a peer or top rep to try it. Are any questions confusing or irrelevant?
- If you find you’re always leaving something blank, cut it.
Real talk:
If your best reps can’t see the value, your average reps definitely won’t. Trim the fat now, not later.
Step 4: Roll It Out—But Don’t Make It a Surprise
Salespeople hate surprises—especially if you’re suddenly “scoring” them on things you never mentioned. Here’s what actually works:
- Share the scorecard in a team meeting or Slack. Walk through what each item means and why it matters.
- Be clear: this is about coaching and growth, not punishment.
- If you’re just starting, use the first few weeks as a no-pressure pilot. Share sample feedback, not scores.
Pro tip:
Ask for feedback after a few rounds. “Is anything on here unclear or not helpful?” Most people will give honest answers if you make it safe to do so.
Step 5: Use the Data—Don’t Just File It Away
This is where most teams drop the ball. If you just fill out scorecards and never talk about them again, everyone will see it as busywork. Instead:
- Use scorecards as the backbone for 1:1 coaching sessions. “Hey, I noticed you consistently nail discovery, but next steps are a bit shaky. Let’s dig in.”
- Look for patterns across the team. If everyone’s missing the mark on one section, maybe your messaging needs work—or your scorecard does.
- Pull out real call clips in Jimminy to show what “good” and “not so good” sound like. It’s way more effective than just reading scores.
What not to do:
Don’t use scorecard scores as the only thing in performance reviews. Context matters—sometimes a low score is just a tough call, not a bad rep.
Step 6: Iterate (But Don’t Overthink It)
No scorecard is perfect the first time. Set a reminder to revisit it every couple of months:
- Are reps consistently confused about a question? Rewrite it or drop it.
- Has your sales process changed? Update the scorecard to match.
- Are you actually using the data, or just collecting it? If it’s the latter, simplify.
A warning:
Scorecards can quickly become bloated if you’re not careful. Every time you add something, ask: “Will this help someone sell better?” If not, leave it out.
What Actually Works (And What’s Just Noise)
Works: - Keeping your scorecard short and specific - Using real call examples for coaching, not just scores - Regularly updating your scorecard as your process evolves
Doesn’t work: - Overly detailed or vague criteria - Using scorecards purely for “gotcha” moments or performance management - Rolling out a scorecard with zero explanation or training
Ignore: - Fancy dashboards until you’ve got the basics down - Benchmarking your scorecard against other companies—your process is what matters
Keep It Simple, Iterate Often
Setting up call scorecards in Jimminy isn’t rocket science, but it does take some care. Start simple, focus on what actually matters, and get your team involved early. The best scorecards are the ones you’ll actually use—so don’t wait for perfect, just get started and tweak as you go.
Good luck, and remember: the goal isn’t to create more paperwork. It’s to help your team get better, one call at a time.