Every role scored on its own terms

Release 0.22

Salespeople, presale engineers, support engineers and account managers are each evaluated against what their role is actually responsible for.

A support engineer takes a call about a faulty unit. Halfway through, the client mentions they’re expanding to a second site next year. The engineer solves the problem, flags the opportunity to sales, and ends the call.

Scored as a sales call, that’s a failure. No close attempt, no deal progression, no budget discussed. Scored as what it was, it’s close to perfect.

Sales Signals now evaluates each rep against their own role. Every person is assigned one — salesperson, presale engineer, support engineer or account manager — and their calls are judged on what that role is there to do. Closing discipline for salespeople. Qualification and clean handoffs for presale. Resolution, empathy and escalation for support. Retention and expansion for account managers.

Metrics that don’t apply to a role aren’t reported as zeros or weak scores. They’re left out, because their absence is correct rather than a gap.

This matters most in the businesses where support and presale handle more calls than sales does. Judging that volume by a sales rubric doesn’t just produce unfair scores for the people on those calls — it makes the team-wide numbers meaningless, and the coaching built on them worse than useless.

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See it on your own calls

Sales Signals is in early access. If you manage a sales team and want this working on your own calls, we’re onboarding a small number of companies now.

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