Coaches approve real moments from reviewed calls. Each one is filed by rubric item, with its clip and a drill attached.
A coach checks the moment, keeps it as an example and turns it into practice. Nothing reaches a rep without that review.
01The moment
Ruvlek finds the evidence and drafts a score. Idris checks the call, raises it to 4 and rewrites the note.
02The example
Approved, the excerpt joins the team playbook under Business impact, with its clip and the coach’s note.
03The drill
Leila practices one skill on real calls. A separate CRM task, also approved, asks her to confirm the baseline by 13 Nov 2026.
Anatomy of an example
Each example keeps the evidence, the coach’s reasoning and the drills it feeds, so a rep sees why it works.
Fourteen seconds around the moment, so reps hear the tone as well as the words.
The rep’s exact words, highlighted where they sit in the transcript.
Filed under one item of your rubric, with the score the coach set.
The coach’s note in plain words, written or edited by a person.
Nothing enters the playbook without a coach’s name and a date on it.
See which reps drill from it, and how their next calls went.
One skill per rep, practiced on real calls. Coaches follow it call by call and add a note when it helps.
Drill for Thursday’s callQuantify the impact · call 1 of 2 
Idris Vale’s repsPractice record Week of 9 Nov Leila SennBusiness impact 0 of 2 calls Quantify the impact Next call Thu 10:30
Your 07:42 question is in the playbook now. Next, add the number.
Omar ReyesNext steps 1 of 2 calls Agree a dated next step Next call Fri 14:00
Tuesday’s call ended with a date in the diary. Same again on the next one.
Ada KwameDiscovery depth 2 of 2 calls Follow up past the first answer Drill complete
Both calls went past the first answer. Ready for a new drill when you are.
We built our playbook from our own calls instead of a script. When a rep hears a teammate ask the right question, they try it on their next call.
We score a sample call against your rubric, then walk your coaches through review, practice and CRM follow-up.
