Call recordings and review scorecards: coaching from real calls

How a recording reaches the workspace

Many Android phones can record calls in their own dialer. After a captured call, the app looks for a matching file by time and number, links it to the call, and uploads it — on Wi-Fi only if the agent chose that. Where the manufacturer or region does not allow dialer recording, there is simply no file.

Turn it on for an agent

On the Android phone: More → Calling → Sync dialer recordings (only calls that match a lead are synced), then Upload recordings on Wi-Fi only if data is limited. The onboarding step explains the same. The Calls screen shows each call’s recording state.

Decide who can listen

Settings → Privacy → Who can listen to recordings: owners, admins and team leads, or everyone including agents for their own calls.

Consent

Recording consent rules differ by country and sector; tell people when calls may be recorded and confirm your obligations with counsel. Decide how long you keep recordings and who may listen, and write it into your policy.

Find calls worth reviewing

Reports → Coaching → Calls to review lists the answered calls of 20 seconds or more in the period, recorded calls first, with who made each one, when, how long it lasted, its outcome and any reviews so far. Team leads see their team’s calls; owners and admins see everyone’s. A Review button also sits on answered calls in a lead’s call history, for the call someone mentions in the stand-up.

Score it on the scorecard

Press Review, listen, and rate each line from 1 to 5, then leave a note for the agent — what went well and one thing to do differently next time. A call without a recording can still be scored from what you heard live. The review is kept as a percentage.

• The default lines: greeting and introduction, understood the customer’s need, product knowledge, handled objections, agreed a clear next step, tone and courtesy
• Owners and admins can rename, add or remove lines with Edit scorecard; changes apply to new reviews, and past scores keep their percentage

What the agent sees, and the QA score

The agent is notified, and “My call reviews” in their own report shows each score with your note. On the Coaching page, each caller’s QA score is the average of their reviewed calls, next to their answer rate, talk time and time to first call — so you can see whether coaching is landing.

A weekly coaching routine

Two calls per agent per week — one that ended in a booking, one that was lost. Listen to the first ninety seconds, score both on the scorecard, write one thing to keep and one to change, and share the best opening with the team. Four weeks of this changes how a team opens calls.

• Opening: name, company, reason and a question within 20 seconds
• Discovery: the customer talks more than the agent
• Close: a date, a visit or a next call is fixed