Score one intake call. See exactly where it leaks cases.
Every marketing dollar funnels into a phone call — and most firms grade those calls on a gut feeling, if at all. This scores a single call across the eight things that decide whether an injured worker signs, and shows you what to coach first.
The weights are the method, shown in full. This is the WorkersComp Marketing Intake Performance Index™ scoring model — a coaching instrument, not a benchmark. You supply the read on the call; it does the weighted arithmetic and tells you where the points went.
Score the call
Rate each category 0–5 as you listen. Nothing is sent or stored. Weights shown are the IPI model (100 points total).
Critical failures
Any of these triggers mandatory coaching regardless of the score — they're the moments that lose cases or create compliance risk.
IPI score
The eight categories
Where the call was strong, and where it left points on the table.
What to coach first
The performance tiers
Thresholds shown in the open — no hidden curve. A critical failure overrides the tier, however high the number.
What each number means
The eight categories, why they're weighted the way they are, and how to use the score.
Why Discovery is weighted highest (20)
Because a case you don't qualify is a case you can't sign. Discovery is where the rep learns the injury, employer, treatment, insurance, timeline, prior attorney, and claim status. Miss those and everything downstream — the close, the follow-up, the case value — is guesswork.
How to lift it: turn the critical questions into a checklist the CRM won't let the rep skip.
First Impression & Rapport (15 each)
An injured worker decides whether they trust you in the first minute — well before they decide to hire you. Warmth, using their name, and acknowledging the injury out loud are worth as much as any legal explanation later.
Communication Quality (15)
Clarity, listening, pace, and plain language. The fastest fixes here are cutting interruptions and slowing down — a caller in pain can't follow a rep who's rushing or talking over them.
Legal Education, Objection Handling & Closing (10 each)
Legal Education sets expectations and corrects myths — without crossing into legal advice. Objection Handling meets hesitation with curiosity, not pressure. Closing books the next step: retainer explained, documents requested, appointment scheduled. Every call should end with something booked.
Documentation (5) — the cheapest points
A complete CRM record is worth few points but unlocks everything after the call: follow-up, attribution, and automation all depend on it. Low-effort, high-leverage — rarely worth losing.
How to actually use this
Score one real call per rep, per week. Consistency beats volume — the value is the trend and the coaching conversation, not the number. Pair each score with one specific thing to work on before the next call, and re-score to see it move.
How this is scored — and what it will not pretend to be
The math is a transparent weighted sum: each category's rating ÷ 5 × weight, added to a 0–100 IPI score. The weights (Discovery 20; First Impression, Rapport, Communication 15; Legal Ed, Objection, Closing 10; Documentation 5) are shown on every row — nothing hidden.
The input is your judgment, and that's the point. A scorecard's value isn't false precision — it's making managers evaluate the same eight things the same way, every time. Two people scoring the same call should land close; where they don't is itself a coaching conversation.
It grades to coach, not to rank. A critical failure triggers mandatory coaching regardless of the number, because some moments — no empathy, wrong legal information, an abandoned caller — lose the case no matter how the rest of the call went.
One call tells you a lot.
A rhythm changes the firm.
This is the IPI method for a single call. The full Intake Performance Index adds calibration across managers, weekly review forms, AI call QA, and trend tracking per rep — the difference between grading calls and systematically lifting your close rate. Bring your numbers to a free strategy call.
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