Conversation Intelligence Coaching Retainer (14-30 days)
A productized engagement that turns recorded client sales calls into a scored coaching cadence, weekly pipeline reviews, and a measurable close-rate baseline. Agencies deliver the analysis layer and the coaching rhythm, not just the software seat. Time: 14-30 days.
By InnovaAI ResearchPublished
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Conversation Intelligence Coaching Retainer (14-30 days)
A productized engagement that turns recorded client sales calls into a scored coaching cadence, weekly pipeline reviews, and a measurable close-rate baseline. Agencies deliver the analysis layer and the coaching rhythm, not just the software seat.
- Client has at least 4 reps making 20+ recorded calls per month, or the sample size will not support scoring. A CRM with call objects or a recording source that can export audio and metadata. Named sales manager who owns the 1:1 cadence and will attend calibration sessions. Written agreement on which call types are in scope (discovery, demo, renewal) and which are excluded. Baseline close rate and average deal size pulled before kickoff so lift can be attributed.
- 1.Pull 90 days of closed-won and closed-lost deals with call recordings attached
- 2.Confirm recording consent language covers every state and country in the client's book
- 3.Map the current sales stages against what actually happens on calls
- 1.Select the conversation intelligence platform against the client's CRM and compliance constraints
- 2.Connect the recording source and verify transcripts land on the right deal records
- 3.Test one call end to end before bulk import
- 1.Import the historical call set and tag by outcome, rep, and stage
- 2.Identify the 8 to 12 moments that separate won from lost conversations
- 3.Draft the first scorecard with weighted sections
- 1.Review the draft scorecard with the sales manager and cut anything unmeasurable
- 2.Set scoring thresholds for pass, coach, and escalate
- 3.Define which scores trigger a mandatory 1:1 review
- 1.Score a calibration set of 20 calls across at least three reps
- 2.Measure inter-rater disagreement between the manager's read and the platform's
- 3.Adjust weights until disagreement falls below the agreed tolerance
- 1.Build the weekly coaching report template with rep-level and team-level views
- 2.Add a talk-ratio and question-rate panel for each rep
- 3.Wire the report to deliver automatically before Monday standup
- 1.Run the first live 1:1 coaching session using scored calls as the agenda
- 2.Record which coaching prompts the manager actually uses
- 3.Note where the manager needs a script or a framework
- 1.Draft role-play scenarios from the three weakest moments in the call set
- 2.Assign each rep one scenario tied to their lowest scorecard section
- 3.Set a practice cadence of two role-plays per rep per week
- 1.Stand up the pipeline review framework with deal-risk flags from call signals
- 2.Define the five questions every rep answers in the weekly review
- 3.Connect risk flags to the forecast view the client already uses
- 1.Run the first full pipeline review with the new framework
- 2.Time the meeting and cut anything that does not change a deal decision
- 3.Document the review agenda as a repeatable template
- 1.Train the manager to run scoring and reporting without agency support
- 2.Hand over the scorecard, report templates, and role-play library
- 3.Agree the monthly recalibration date
- 1.Publish the 30-day close-rate and stage-conversion comparison against baseline
- 2.Flag which scorecard sections correlate with won deals so far
- 3.Set the next quarter's coaching targets with the client
The agency charges for the analysis layer and the coaching cadence, not the software seat, so the fee survives even when the client switches platforms. A single point of close-rate lift on a $2M pipeline is worth more than the annual retainer, which makes renewal a math conversation rather than a relationship one. Because the scorecard, role-play library, and pipeline framework live in the client's workflow, replacing the agency means rebuilding the operating rhythm, and that switching cost is the margin.
- Weighted call scorecard with calibration evidence and disagreement tolerance documented
- Weekly rep-level coaching report template wired to deliver before Monday standup
- Role-play library of 10 to 15 scenarios mapped to the weakest scorecard sections
- Pipeline review framework with deal-risk flags and a five-question rep agenda
- 30-day lift report comparing close rate and stage conversion against the pre-kickoff baseline
The client's sales manager runs the weekly scoring, coaching 1:1, and pipeline review without agency involvement for two consecutive weeks, and the 30-day lift report shows a measured change in close rate against baseline.