Call Coaching

Call coaching is giving feedback on calls, live or from recordings, to help a rep or AI agent get better results.

Coaching is how good teams get better week over week. It works the same way whether the caller is a new SDR or an AI agent.

Two main types:

• Live coaching: a manager listens in and gives tips during the call, often through a whisper feature or a typed note. Some AI calling tools let reps coach the agent mid call by typing or talking.
• Recorded coaching: reviewing recordings after the fact, often in a weekly one-on-one or team session.

What to coach on:

• The opening line. Is it clear who is calling and why?
• Discovery questions. Does the caller listen and follow up?
• Objection handling. Are common objections answered honestly and briefly?
• Next steps. Does every good call end with a clear action?
• Compliance. Are disclosures, consent, and stop requests handled correctly?

Tips for useful coaching:

• Pick one or two things per session, not ten.
• Use real call clips, not hypotheticals.
• Turn repeated feedback into script or prompt changes.
• For AI agents, update the instructions and test again on the next calls.

Coaching works best when it is regular and specific. Track a few metrics before and after changes to see what helped.