Set up conversation intelligence recording, transcription and consent processes across a sales team.
Marketing & Sales
Conversation Intelligence and AI Call Coaching for Sales Teams
Use conversation intelligence platforms and AI call scoring to coach sales reps at scale, spot winning talk patterns and cut ramp time with evidence from real calls.
🗓️Duration5 training days
📚Content4 modules · 8 sessions
🎓On completionAccredited attendance certificate
About the programme
Course Overview
A sales manager can sit in on a handful of calls a week, which means most coaching feedback still comes from memory, a rep's own account of how a call went, or nothing at all; conversation intelligence exists to make every recorded call available for review and comparison. This course covers deploying a conversation intelligence platform across a sales team, from call recording and transcription setup through AI-generated summaries, talk-to-listen ratio benchmarking and automated detection of competitor mentions, objections and pricing discussion. Participants build a call scoring rubric aligned to a specific sales methodology, use platform analytics to identify winning talk patterns from top performers, and design a manager review workflow that turns call data into specific, timely coaching rather than a dashboard nobody opens. The course addresses the practical governance issues that come with recording customer conversations, including consent requirements and data retention, and closes with a plan for scaling coaching consistently across a growing team using AI-assisted call scoring alongside, not instead of, manager judgement. Participants leave with a call scoring rubric, a coaching workflow and a rollout plan for their own sales floor.
Expected Learning Outcomes
Build a call scoring rubric aligned to a specific sales methodology and deal stage.
Identify winning talk patterns and objection-handling techniques from top-performer call data.
Use talk-to-listen ratio and other conversational metrics to diagnose specific coaching needs.
Design a manager call review workflow that turns AI-flagged moments into timely coaching conversations.
Apply AI-generated call summaries and competitor mention alerts to speed up deal and account reviews.
Address consent, privacy and data retention requirements for recorded customer conversations.
Who Should Attend
Sales managers responsible for coaching and call review across a team
Sales enablement leaders deploying a conversation intelligence platform
Revenue operations staff configuring call scoring rules and integrations
Sales training leads building coaching programmes around call evidence
Compliance and legal partners reviewing consent and recording policy
Sales leaders scaling coaching consistency across a growing or distributed team
Course Modules
Select any module to see its sessions and points.
01Setting Up Conversation Intelligence
2 sessions · 8 points
Session 1Deploying Recording and Transcription
- Configure call recording and transcription across the phone, video and web conferencing tools reps use.
- Set consent and disclosure requirements for recording customer conversations in each relevant jurisdiction.
- Integrate conversation intelligence data with the CRM so call insights attach to the right deal record.
- Establish data retention and access rules for stored call recordings and transcripts.
Session 2Configuring AI Detection and Alerts
- Set up automated detection of competitor mentions, pricing discussion and objection keywords.
- Configure AI-generated call summaries that a manager can scan before a deeper review.
- Tune keyword and topic detection rules to reduce false positives that clutter manager reviews.
- Route flagged calls, such as those mentioning a specific competitor, to the right stakeholder for review.
02Building a Call Scoring Framework
2 sessions · 8 points
Session 1Designing a Call Scoring Rubric
- Build a call scoring rubric aligned to the sales methodology already used by the team.
- Define scoring criteria for discovery quality, objection handling and next-step clarity.
- Calibrate scoring across managers so the same call would receive a similar score from each reviewer.
- Pilot the rubric on a sample of recorded calls before rolling it out team-wide.
Session 2Benchmarking Talk Patterns from Top Performers
- Analyse talk-to-listen ratio and question density across top-performing and average reps.
- Identify specific phrases or framing top performers use when handling common objections.
- Package winning talk patterns into coaching examples for use in training and onboarding.
- Distinguish talk patterns that correlate with genuine skill from those specific to an easy account.
03Turning Data into Coaching
2 sessions · 8 points
Session 1Designing a Manager Review Workflow
- Design a weekly manager review workflow that prioritises which calls to review based on AI flags.
- Prepare specific, evidence-based feedback drawn from a call transcript rather than general impressions.
- Time coaching conversations close to the original call so feedback stays relevant to the rep.
- Track whether coached behaviour actually changes in a rep's subsequent calls.
Session 2Scaling Coaching Across a Growing Team
- Set coaching capacity expectations for managers as team size and call volume grow.
- Use conversation intelligence data to identify reps who need coaching before performance visibly slips.
- Balance AI-assisted scoring with manager judgement so coaching does not become purely mechanical.
- Report coaching activity and outcomes to sales leadership to justify continued platform investment.
04Sustaining Trust and Coaching Quality
2 sessions · 8 points
Session 1Managing Consent, Privacy and Ethical Use
- Document consent and disclosure practices for recorded calls to satisfy legal and customer expectations.
- Set boundaries on how call data can be used for performance management versus coaching alone.
- Communicate recording and coaching practices transparently to the sales team to build trust in the tool.
- Review data access permissions periodically to limit call data exposure to those who need it.
Session 2Evolving the Coaching Programme
- Review scoring rubric performance periodically and adjust criteria as methodology or market changes.
- Retire or retune AI detection rules that no longer reflect current competitors or objections.
- Gather rep feedback on the coaching programme to identify friction points in the current workflow.
- Benchmark coaching programme impact against ramp time and win rate trends over multiple quarters.
What the participant receives
4 course modules
A structured syllabus
8 training sessions
across 5 days
32 detailed points
Applied, detailed content
Accredited attendance certificate
On completing the programme
Complete your registration
We will contact you within one business day to confirm.
Ready to start?
Reserve your seat and start building the skill.