Call review
Checking recorded sales calls against a few set questions to find what was promised, what was missed and what to do next, with the moment each finding comes from.
Use this definition in team training or when clarifying a sales note.
Definition
A call review looks at a set of recorded calls with a few questions decided in advance: was a next step asked for, was every promise to the customer kept, what did customers ask that nobody answered. Each finding points to the moment in the recording it comes from, so anyone can press play and check it.
It can be done by sampling, where a manager picks one question for the week and listens only to the calls that can answer it, or across every call with conversation intelligence software that transcribes them first. Either way the useful output is short: counts first, a few moments worth hearing with their timestamps, results by call rather than a grade for each rep, and a plain list of what could not be assessed.
Why it matters
Most sales calls are never heard by anyone but the rep who made them, so promises, objections and missed next steps stay invisible until a customer complains or a deal quietly disappears. A regular call review turns that into a short list of customers to call back today and one habit per rep to coach. The guides on reviewing calls without listening to all of them and on what a call review report should contain show the method and the format.