Every call gets read instead of a sample. Feedback reaches the rep the same day and the CRM is filled from the call.
What they wanted to improve
Four reps, each with a daily target of two hours of live calls. The phone system records everything, so every call could be reviewed, but in practice management listened to a few per rep when there was time.
What I did
Every call is transcribed and read against a playbook written with the sales director: how a call should open, how objections are handled, what discovery has to cover. Each rep gets their own feedback once the call ends. Management gets a weekly view of the team, with the strongest and weakest calls of the week. The customer record is written from the call itself, including the follow-up tasks.
The result
Every call gets read instead of a sample, the feedback reaches the rep the same day, and the CRM is filled from the call rather than from memory.