See a call review before you send yours.

Chosen by the reviewer. In your report, each one opens the recording at the second it happened.

1. Call 22Thu, Sep 10, 10:12 amOutbound, 6:48
   4:05

   RepLet me run the numbers with the umbrella policy added, and I'll call you back tomorrow before noon.

   A callback with a clear time, which is what you want to hear. No call to this customer appears in Friday's calls, so ask the rep before treating it as missed.

   No follow-up foundSyntheticOpens at 4:05

2. Call 21Thu, Sep 10, 9:20 amInbound, 9:12
   5:37

   CustomerHonestly, my current agent is about forty dollars a month cheaper.

   A price objection. The rep offered to look for a discount instead of comparing what each policy covers, and the call ended without an answer or a next step.

   Objection left openSyntheticOpens at 5:37

3. Call 33Fri, Sep 11, 1:15 pmOutbound, 2:26
   0:38

   CustomerPlease take me off your list.

   The customer asked to stop, and the pitch went on for about a minute. The call cannot show whether the number reached your do-not-call list, so check how these requests are handled.

   Opt-out not honoredSyntheticOpens at 0:38

4. Call 17Wed, Sep 9, 4:21 pmInbound, 1:20
   1:12

   CustomerSaturday could work. Let me see how the morning goes and I will let you know.

   A tentative yes, not a booked time. At 0:58 the rep offered Saturday at 12:30, and at 1:16 promised to text the details. Texts were not part of this review, so whether the details went out, or the customer confirmed, can't be told.

   Can't tellSyntheticOpens at 1:12

5. Call 30Fri, Sep 11, 9:40 amInbound, 10:05
   8:52

   RepI can hold Tuesday at 10 or Wednesday at 2 to go over both quotes with you. Which works better?

   Two specific times, a real choice and a clear answer at 8:58: Wednesday at 2. A clean example to play for the team.

   Next step agreedSyntheticOpens at 8:52

7 checks on every call, marked met, not met or can't tell. Results are shown by call, never by rep.

By call

MetNot metCan't tellNot applicableColumns follow the numbered checks above.

• Texts and email. Only calls were sent, so the text promised on call 17 and the email promised on call 16 are marked can't tell.
• Anything after the last call in the set. The callback due Monday on call 24 and the one with no date on call 34 can't be checked from these files.
• Silent or one-sided audio. The first 50 seconds of call 19 are silent, and the customer's side of call 31 was not recorded.
• An announcement your phone system may play before a call connects. It would not be in the files, so the calls where no recorded-line notice is heard may still have had one.
• Outcomes. Whether a customer bought, renewed or showed up is not in the calls, and this report does not guess.

1. Every callback promised on a call has an owner and a due time within one business day.
2. Every call that ends with an open objection or no agreed next step is reviewed within one business day.
3. Each rep hears one moment from their own calls in a coaching conversation every week.

Proposed. You agree on the final three, in writing, when the pilot starts.