{"id":"client-intake","spec":{"title":"Client Intake Scorecard","description":"First-contact intake calls for legal and professional services. Built around capturing the qualifying facts and converting the caller before the call ends.","source":"template","sections":[{"title":"Greeting and acknowledgment","description":"Callers to an intake desk are often mid-crisis. Acknowledgment here is scored as a specific verbal act, not an impression.","items":[{"question":"Did the agent state the firm or company name in the greeting?","reportingLabel":"Firm named in greeting","points":5,"autoFail":false},{"question":"Did the agent verbally acknowledge the caller's stated problem or situation before starting the intake questions?","reportingLabel":"Acknowledged the problem","points":10,"autoFail":false},{"question":"Did the agent ask for the caller's name and use it at least once after the greeting?","reportingLabel":"Used caller's name","points":5,"autoFail":false}]},{"title":"Qualifying facts","description":"The facts that determine whether the matter fits and whether it is still viable. Each is one question the agent either asked or did not.","items":[{"question":"Did the agent ask when the incident or issue occurred?","reportingLabel":"Incident date asked","points":10,"autoFail":false},{"question":"Did the agent ask where the incident occurred or which state or jurisdiction the matter is in?","reportingLabel":"Jurisdiction asked","points":5,"autoFail":false},{"question":"Did the agent ask whether the caller has already hired or spoken with another firm or provider about this matter?","reportingLabel":"Prior representation asked","points":10,"autoFail":false},{"question":"Did the agent ask the caller to describe the harm, loss, or damages involved?","reportingLabel":"Damages described","points":10,"autoFail":false}]},{"title":"Information capture","description":"A promising matter with a wrong phone number is a lost matter.","items":[{"question":"Did the agent repeat the caller's phone number back to confirm it was captured correctly?","reportingLabel":"Phone number confirmed","points":5,"autoFail":false},{"question":"Did the agent ask how the caller heard about the firm or company?","reportingLabel":"Source asked","points":5,"autoFail":false},{"question":"Did the agent summarize the key facts of the matter back to the caller before ending the intake?","reportingLabel":"Facts summarized back","points":10,"autoFail":false}]},{"title":"Expectations and boundaries","description":"Intake agents gather facts and set next steps. Opinions on case validity or value belong to the professionals and void the call when an agent offers them.","items":[{"question":"Did the agent avoid stating an opinion on whether the caller has a valid case or what the case or claim is worth?","reportingLabel":"No case evaluation given","points":10,"autoFail":true},{"question":"Did the agent state what will happen next and the timeframe in which the caller will be contacted?","reportingLabel":"Next step and timeframe stated","points":10,"autoFail":false},{"question":"If the matter did not fit the firm's practice areas, did the agent say so clearly and offer a referral or an alternative next step?","reportingLabel":"Clean decline with referral","points":5,"autoFail":false}]},{"title":"Commitment","description":"Intake calls convert on the first call or usually not at all. The scorecard rewards asking on this call.","items":[{"question":"Did the agent attempt to schedule the consultation or complete the sign-up step on this call rather than deferring it to a callback?","reportingLabel":"Attempted same-call commitment","points":10,"autoFail":false},{"question":"If the caller hesitated, did the agent make at least one attempt to address the stated hesitation before accepting a callback?","reportingLabel":"Addressed hesitation","points":5,"autoFail":false},{"question":"Did the agent ask whether the caller had any remaining questions before ending the call?","reportingLabel":"Final questions invited","points":5,"autoFail":false}]}]}}