stage / reviewed 27 Sep 2026
Stage 4: decide whether there is a fit
Use shared criteria so the next action is understandable and fair.
The situation
Qualification is a decision about whether the team can help and what should happen next. A short human checklist should come before a score or automated branch.
Work through it
- Agree on three to five criteria related to actual service scope, needs and timing. Keep them observable and avoid collecting unnecessary sensitive facts.
- Review a small sample of prior conversations with two team members and compare decisions. Resolve disagreements in the checklist, not by hiding them in a score.
- Define a respectful next step for fit, not-fit and uncertain cases. Record the reason so follow-up is not arbitrary.
What to measure
- Conversations assessed with the same checklist
- Agreement on fit decisions
- Qualified inquiries reaching the next stage
Boundaries
- A numerical score is not evidence of predictive accuracy without real validation.
- Do not use protected or sensitive personal attributes to decide who deserves a response.
Questions for your own workflow
- Which criteria change the next action?
- What happens when information is missing?
- Who reviews disagreements?