On-call feedback
Guidance delivered while a conversation is still happening, such as a prompt to ask for the appointment before the call ends.
Use this definition in team training or when clarifying a sales note.
Definition
On-call feedback happens in the moment rather than in a review the following week. In its older form it is a manager listening in and writing a note, or stepping in with a manager takeover. In its newer form it is a prompt on screen while the call runs: the customer named a timeline, nobody has offered a time yet, the callback number is still missing.
It works when it is quiet and rare. A prompt for everything becomes noise the rep learns to ignore, and a rep reading suggestions mid sentence sounds exactly like someone reading suggestions mid sentence.
Why it matters
Feedback after the fact can only improve the next call. Feedback during the call can still save this one, which matters most on the conversations you paid for. The tradeoff is attention: a rep can hold one thing in mind while talking to a customer, so pick the single prompt that would change the most outcomes on your team and leave the rest for review.