Writing call reviews
Manually
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. Writing a call review
A. Manual 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 below the video player
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:
B. Writing a call review with Ask Modjo AI
Reviewing a call manually takes time. The agent can now generate the full review for you â you stay in control and validate before anything is published.
How it works
Open the call you want to review. The agent works from the call page, in Ask Modjo AI.
Ask for a review. 2 ways to trigger it: simply ask in natural language ("Review this call using our Demo Qualif template"), or use one of your configured agents (in that case specify in your agent instructions that you want it to do call reviews and which template it should use).
Confirm the details. The agent identifies who to focus on and which template to use. If anything is unclear â several participants, several templates â it asks you directly in the conversation.
Review the draft. The agent generates the complete review in the chat, question by question, with timestamps pointing to key moments in the call.
Refine it if needed. Iterate in plain language: "Make the answer to question 2 shorter and focus on how he handled objections." The agent updates the review accordingly.
Validate or save to draft. Once you're happy with the content, you can either:
Save to draft: the review goes to your call review tab as an editable draft
Validate it: the review is pushed to the Call Review tab, exactly like a manual review. Nothing is published without your validation.
Good to know
The agent uses your existing call review templates â nothing new to set up.
Reviews are generated one call at a time, from the call page.
Each review requires your validation before being published.
Related articles: