What is call coaching?
Call coaching is feedback a manager or peer gives a rep on specific calls, aimed at improving how that rep runs future conversations.
Why it matters for sales teams
Feedback on a rep's own calls is concrete. Instead of general advice, the rep hears the exact moment an opener lost the prospect or an objection went unanswered, and what to try instead.
Coaching can happen live, through a whisper or a quick note during a monitored call, or afterward in a review of a recording or transcript. Some teams set a regular rhythm, such as a weekly review of a few calls per rep.
Example
A manager reviews three calls from a new SDR. In each, the prospect raised timing as an objection and the rep moved straight to booking a meeting. The manager plays one clip, asks what the prospect really meant, and they practice two follow-up questions. In the next review, they listen for whether the new questions are being used.
What to coach on
- The cold call opener and the first seconds after pickup.
- Objection handling.
- How much the rep talks versus listens (talk ratio).
- A clear next step at the end of the call.