Want to help your team crush their sales goals and deliver exceptional customer experiences? Call Reviews are the key!
Why Call Reviews Matter
Call reviews provide invaluable insights into your team's performance, allowing you to:
Identify strengths and areas for improvement: Get a clear picture of what's working well and where your team can refine their approach.
Provide targeted feedback: Offer specific, actionable advice tied to real-life call scenarios.
Track progress over time: Monitor individual and team development to celebrate wins and adjust strategies as needed.
Align on best practices: Establish a shared understanding of what constitutes a successful customer interaction.
I. Getting Started: Setting Up Call Review Templates
Before you dive in, ensure you have call review templates tailored to your team's needs.
Go check this article to setup them up Call reviews: create and manage templates.
II. Conduct your first Call Review
Ready to provide feedback? Here's how:
Select the Call: Choose the call you want to review from your dashboard.
Initiate the Review: Click on the "Review" button located in the top right corner of the call window.
Choose the Reviewee: Select the team member you're reviewing from the "Focus on" dropdown menu.
Pick the Right Template: Select the most relevant template from the "Review Template" dropdown.
Provide Your Feedback: Rate the team member's performance on each question using the provided scale. Add specific, actionable feedback in the text boxes, using timestamps to highlight key moments.
Be constructive and encouraging: Focus on both strengths and areas for improvement.
Provide specific examples: Reference specific moments in the call to illustrate your points.
Offer actionable advice: Suggest concrete steps the team member can take to improve.
Submit Your Review: Once you've completed the review, click "Confirm" to save your feedback.
Privacy Options
You can choose to make your reviews public or private:
Public Reviews: Visible to the entire team, fostering transparency and shared learning.
Private Reviews: Only visible to you and the reviewee, allowing for more direct and personalized feedback.
Your teammate's display after submitting a private Call Review:
Unlocking the Power of Multiple Reviews
Encourage multiple team members to review the same call to gain diverse perspectives and a more holistic understanding of the interaction. This is particularly valuable for:
Managers: Compare your observations with team members' self-assessments.
Team Reviews: Facilitate group discussions and identify shared learnings.
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