Callwell uses a simple formula to calculate your performance:
score = speed × control
⏱ Speed
Every new enquiry starts with 1000 points
For each minute the customer hasn’t been successfully contacted through Callwell (resulting in connected – successful call in the call history), 1 point is deducted
Time is only counted during working hours:
- Monday to Friday: 9:00 am–5:30 pm
- Saturday: 9:00 am–2:00 pm
Leads received overnight and called before 9:00 am will receive the full 1000 points
After a successful call, it may take up to 10 minutes for the system to update and stop the timer. The speed score will reflect the time the call was made
🎯 Control
Control means claiming the enquiry
You can claim by:
- Clicking a call outcome button (left message, no reply, dealt with, etc.)
- Using just claim
Once claimed, your name appears under status
Control percentage is accumulative and can be updated later
The higher your control %, the more of your speed score you retain
Example:
- 10 leads with an average speed score of 900
- If you’ve claimed 5 of them, your control is 50%
- Your score = 50% of 900 = 450
Tip: claim everything, even low or zero speed scores—they still improve your overall result
📅 Scoring results
- The scoring week runs Monday to Sunday
- Scores update at midnight
- Actions taken on Monday for leads received on Sunday will reflect in scoring on Tuesday
- This means Monday’s scores may appear low but typically improve by Tuesday
Watch our video guide here