Call KPI target bands
Nine of the ten KPIs carry a default target band that applies everywhere, plus type-specific overrides on three of those nine. A call type only overrides the KPIs listed for it; every other graded KPI uses the default band regardless of type. The tenth, Improvement Tips, is narrative and has no band.
The ten KPIs and their default bands
| KPI | What it measures | Default target | Why it matters |
|---|---|---|---|
| Talk-to-Listen Ratio | % of call time the seller speaks | 35–55% | Creates dialogue instead of a monologue |
| Question Rate | Questions asked by the seller, per hour | 14–26/hr | Curiosity drives better discovery and outcomes |
| Longest Monologue | Longest uninterrupted seller turn | 0–120 sec | A long unbroken stretch reduces engagement and learning |
| Talking Speed | Seller's words per minute | 140–160 WPM | Clear, confident pacing builds trust |
| Engagement Level | Prospect participation and turn frequency | >50%, frequent turns | Signals real buyer involvement and interest |
| Customer Sentiment | Net acceptance vs. resistance language | >0 | Supports engagement and clarity |
| Introduction & Agenda Set | Was a clear agenda stated and aligned on | Yes | Strong predictor of call effectiveness |
| Next Steps & Action Items | Was a clear next step agreed verbally | Yes | Measures clarity and mutual alignment |
| Next Meeting Scheduled | Was a follow-up meeting booked | Yes | Indicates forward momentum |
| Improvement Tips | Call-specific coaching suggestions | narrative, no target | Supports rep improvement |
Type-specific overrides
Only three KPIs ever move off the default band, and only for two call types. Commercial and General always use the default band for every KPI.
| KPI | Discovery | Demo/Technical | Commercial / General |
|---|---|---|---|
| Talk-to-Listen Ratio | 33–48% | 52–72% | default (35–55%) |
| Question Rate | 20–34/hr | default (14–26/hr) | default (14–26/hr) |
| Longest Monologue | default (0–120 sec) | 0–200 sec | default (0–120 sec) |
Everything else — Talking Speed, Engagement Level, Customer Sentiment, and the three Yes/No process KPIs — uses the default band on every call type, including Discovery and Demo/Technical. The rationale: a demo naturally runs seller-heavy (higher Talk-to-Listen is expected while walking through a product), and a discovery call should generate more seller questions per hour than a demo does — but pacing, engagement, sentiment, and the three process checks don't meaningfully vary by call type, so grading them against one universal bar stays fair.