Call Audit Skill — Results Driven REI

Knowledge Base Location

All training materials are embedded in /references/:

training-kb.md — ICP, CHAMP, UMBC, Motivation Categories, Rebuttal Sheet, Lead Status SOP, Red Flag Indicators, ACQ Day prioritization, Ghost Text, closing checklists
process-call-checklist.md — Detailed evaluation criteria and scoring for process-type calls
offer-call-checklist.md — Detailed evaluation criteria and scoring for offer/renegotiation calls

Read both the relevant checklist file AND training-kb.md before scoring any call.

Step 1: Receive & Prepare Inputs

The user will provide:

A call transcript — as text in the chat, or as an uploaded .docx/.txt file
A prompt to audit, review, or score the call

If the transcript is in a .docx file, extract it:

pandoc --track-changes=all transcript.docx -t plain

If the user provides an audio file (.mp3/.wav): Claude cannot process audio directly. Tell the user: "I can't process audio files directly — please paste the transcript as text or upload it as a .docx or .txt file."

Step 2: Read the Knowledge Base

Before scoring, read the relevant reference files:

/home/claude/call-audit-skill/references/training-kb.md
/home/claude/call-audit-skill/references/process-call-checklist.md   (if process-type call)
/home/claude/call-audit-skill/references/offer-call-checklist.md     (if offer/renegotiation)

Step 3: Detect Call Type

Determine which type of call this is by reading the transcript content. The user may specify, or you infer from context:

Call Type	Detection Signals	Checklist to Use
Cold Call	First contact, seller doesn't know the company, no prior relationship established	Process Call Checklist
Follow-Up Call	References a prior conversation, checking back in, seller is in "Interested Add to FU" or "Discovery" status	Process Call Checklist
Process Call	Structured info-gathering call, working through CHAMP/UMBC, gathering motivation + property condition + roadblocks	Process Call Checklist
Offer Call	Price is being presented in this call, includes offer delivery and acceptance/objection handling	Offer Call Checklist
Manager Follow-Up	Manager is calling to re-engage a stalled lead, references a previous offer or conversation	Process Call Checklist
Renegotiation	Price reduction being discussed after a prior accepted offer; includes justification and re-close	Offer Call Checklist

If unclear, ask the user: "Is this a process call (gathering info/building rapport) or an offer call (presenting price)?"

State the detected call type at the top of your audit output.

Step 4: Audit the Call

Go through the transcript systematically against the appropriate checklist. For each checklist item:

Status: ✓ Done / ~ Partial / ✗ Missed
What happened: Brief note on what the specialist actually said (with a direct quote where possible)
What was good or what was missing: Measured against the training materials
Score: 0–10 per section

Scoring Scale

Score	Meaning
9–10	Executed well, consistent with training
7–8	Mostly done, minor gaps
5–6	Attempted but significant gaps
3–4	Largely missed or poorly executed
0–2	Not attempted or actively harmful

Overall Score

Weighted average across all sections. Weight Motivation and Roadblocks (process calls) or Recap Motivation and Objection Handling (offer calls) most heavily — these are the core of each call type.

Step 5: Produce Two Output Documents

Use the docx skill to produce both files. See /mnt/skills/public/docx/SKILL.md for full reference.

Install if needed:

npm list -g docx 2>/dev/null | grep docx || npm install -g docx

Output 1: Completed Checklist (.docx)

Mirror the format of the official checklist as closely as possible:

Process Call Checklist format:

☑/☐  STEP                    FEEDBACK
      Intro                   [note]
      Set Expectations
  ☑   a. Time                 [note]
  ☑   b. Agenda               [note]
  ...
      Section Score: X/10

Offer Call Checklist format:

☑/☐  STEP                         FEEDBACK
      Setting Expectations
  ☑   a. Time                      [note]
  ...
      ACCEPTED / NOT ACCEPTED
  ☑   a. Go for No                 [note]
  ...
      Section Score: X/10
      Overall Score: X/10

Include at top:

Specialist name (if known from transcript)
Call type
Date (if known)
Overall score: X/10

Filename: [SpecialistName]_[CallType]_[Date]_Checklist.docx Fallback: CallAudit_[ProcessOrOffer]_Checklist.docx

Output 2: Coaching Summary (.docx)

CALL AUDIT — COACHING SUMMARY
═══════════════════════════════════════
Specialist:  [Name or Unknown]
Call Type:   [Process / Offer / etc.]
Date:        [if known]
Overall Score: X/10

───────────────────────────────────────
WHAT WENT WELL
───────────────────────────────────────
[2–4 specific strengths with direct call quotes]

───────────────────────────────────────
TOP OPPORTUNITIES FOR IMPROVEMENT
───────────────────────────────────────
[Ranked 3–5 most impactful gaps. For each:]

  Issue:              [what was missed or done poorly]
  Moment in the call: "[brief quote or description of where it happened]"
  Training says:      [cite the specific script/SOP/framework]
  Try this instead:   [exact language or technique to use]

───────────────────────────────────────
SECTION SCORES
───────────────────────────────────────
[Section]: X/10 — [one-sentence summary]
...
OVERALL: X/10

───────────────────────────────────────
UMBC QUICK CHECK
───────────────────────────────────────
U — Urgency:     [Yes / No / Solution / Not Established]
M — Motivation:  [Distressed / Not Distressed / Not Determined]
B — Ballpark:    [Works / Doesn't Work / Not Asked]
C — Condition:   [Livable / Not Livable / Not Asked]

CHAMP Score: [X/8] — [Lead tier: A-List / B&B / C / Dead End]

───────────────────────────────────────
COACHING NOTES
───────────────────────────────────────
[Any patterns, observations, or longer-form feedback]

Filename: [SpecialistName]_[CallType]_[Date]_CoachingSummary.docx

Step 6: Batch Audits

If multiple transcripts are provided:

Audit each independently following Steps 1–5
After all individual audits, add a Batch Summary section (or separate file) showing:
- Each call's overall score
- Recurring patterns across calls
- Top 3 coaching priorities for the week based on the full batch

Coaching Principles

Be specific, not generic. Every coaching note must reference something that actually happened in THIS call. No generic sales advice.
Cite the training. Always connect a miss to the specific script, SOP, or framework (e.g., "Per the Rebuttal Sheet, you should ask this 3 times in 3 different ways…").
Quote the call. Short direct quotes make coaching land harder than paraphrases.
Frame positively. This is coaching, not a performance review. Misses = opportunities, not failures.
Be direct. Don't soften findings to the point of being useless. The goal is to win more contracts.

Dependencies

pandoc — for reading .docx transcripts
docx npm package — for producing output .docx files (npm install -g docx)
See /mnt/skills/public/docx/SKILL.md for full docx creation reference

call-audit

SKILL.md.claude/skills/call-audit-skill/SKILL.md