Conversation Intelligence captures every call, transcribes it, and surfaces topics. Most managers never open a single recording. Without an actual coaching workflow, the feature is shelfware. Here’s the operating model that makes it pay back.
Lock the call review cadence
Each manager reviews two calls per direct report per week. Not “as time allows.” Block the calendar. Without the cadence, the calls pile up and the manager’s review queue becomes the to-do that never moves.
Use the topic tags to filter
CI auto-tags calls with topics like “Pricing,” “Competitor mentioned,” “Next steps.” Filter to “Pricing mentioned” first. Pricing calls are where deals are won and lost; that’s where coaching delivers the most leverage.
The four-question coaching frame
For every call reviewed, the manager fills:
1. What did the rep do well? (specific moment)
2. What's the one thing to change next time?
3. Did the rep follow the playbook? (Y/N + which step missed)
4. Did the rep set a clear next step? (Y/N + the actual phrase used)Capture in a custom property call_coaching_notes on the contact or deal.
Track talk-to-listen ratio
CI surfaces this number per call. Healthy discovery sits at 30-40% rep talking, 60-70% prospect talking. Reps over 50% are pitching, not discovering. Coach to the number; show them the trend over their last 10 calls.
Surface objection patterns
Use the Topic tracker to flag every call where “competitor” appeared. Aggregate which competitors and what objections. This becomes battle card content. Without CI, this intelligence lives only in the rep’s head.
The longest monologue moment
Every call has a “longest rep monologue” stat. If a rep is delivering a 4-minute monologue mid-discovery, the prospect has tuned out. Coach to under 90 seconds. Set a personal threshold per rep and track week over week.
Transcripts beat audio for review
Skim the transcript first. Open the audio for the moments that look interesting. A manager can review a 30-minute call in 6 minutes by reading first.
Privacy and compliance
Two-party consent states (CA, FL, IL among others) require notification before recording. Configure the meeting tool to play the disclaimer automatically. Audit your consent flow before scaling CI to a new region.
What to do this week
Block 30 minutes per direct report on every manager’s calendar for call review. Pick one rep, review their last three calls, and deliver coaching using the four-question frame. Repeat next week.
