Cold-call standards
Relevant introductions, discovery questions, qualification, objection handling and agreed next steps.
COLD CALLING & CUSTOMER SERVICEEvery call matters.
Every call matters.
Make the next one better.
Turn dialler recordings into practical coaching. Help sales reps earn the next conversation and service agents handle the moments that build customer trust.
BETTER CALLS START WITH CLEARER FEEDBACKThe opening. The objection. The next step.
Your calls. Your standards. Your playbooks.
Cold-call qualificationCustomer service qualityCoaching from call evidence
TWO CALL PURPOSES. TWO PLAYBOOKS.Coach the call
Coach the call
your team is actually having.
An outbound introduction and an unresolved service issue need different skills. Set the expectations for each, then use real conversations to see where reps need support.
Cold calling
Earn the next conversation.
Help reps make a relevant opening, discover whether there is a fit and agree a worthwhile next step. Coach the conversation beyond the number of calls made.
- 01Open with relevance
- 02Explore the need
- 03Handle the objection
- 04Agree the next step
ILLUSTRATIVE CALL REVIEW
What the customer said
“Just send me some information.”
What was missed
The rep agreed to send a brochure without finding out which problem mattered or whether a follow-up would be useful.
A better response to practise
“Of course. So I send something useful, which part of this is most relevant to your team?”
Coaching focus
Ask one relevant question before treating a request for information as a qualified opportunity.
Customer service
Understand the issue. Own the next step.
Help agents listen, clarify the issue and explain the resolution path. Your service playbook sets expectations for empathy, accurate guidance, escalation and follow-through.
- 01Listen & acknowledge
- 02Clarify the issue
- 03Resolve or escalate
- 04Confirm & follow through
ILLUSTRATIVE CALL REVIEW
What the customer said
“I called last week and nobody got back to me.”
What was missed
The agent moved straight to a solution without acknowledging the repeat contact or agreeing when the customer would hear back.
A better response to practise
“I’m sorry you’ve had to chase this. Let me confirm what is still unresolved, then agree the next update with you.”
Coaching focus
Acknowledge the impact, clarify the issue and give a realistic next step with an owner and an agreed update.
A REPEATABLE IMPROVEMENT LOOPFrom a recorded call
From a recorded call
to a stronger habit.
- 01
Connect recordings
Agree an import or integration workflow with your dialler provider.
- 02
Review the call
Look at the conversation through the right sales or service playbook.
- 03
Practise the moment
Rehearse the opening, question or response that needs work.
- 04
Apply & review
Look for the coached behaviour in later customer calls.
YOUR COMPANY PLAYBOOKYour offer. Your customers.
Your offer. Your customers.
Your definition of a good call.
Give coaching the context it needs: who you serve, what you offer and how your team should respond. Keep the guidance relevant to your market, products and customer promises.
Explore company playbooksService standards
Active listening, empathy, product guidance, escalation criteria and ownership of the next update.
Evidence-based coaching
Connect feedback to the actual conversation. Separate what the customer confirmed from what still needs checking.
START WITH YOUR CALLING SETUPKeep your dialler.
Keep your dialler.
Add a coaching workflow.
Share your provider and how recordings are stored. We’ll review access, recording formats and rep identification, then agree a practical pilot for your sales or service team.
Discuss dialler compatibilityWhat we’ll work through
- Your dialler provider and recording access
- How calls link to reps and customers
- The cold-calling or service playbook
- A pilot with representative calls
Integration availability depends on your provider and recording access.
INSIDE SALESLENS
Turn call feedback into your next practice session.
Explore the meeting summary, customer intent and qualification before moving into coaching and practice.
FOR SALES & SERVICE TEAMSYour call questions.
Your call questions.
Clear answers.
What does SalesLens do for dialler teams?
SalesLens analyses authorised call recordings against your company playbook. It helps identify customer needs, missed questions, objection handling and follow-up gaps, then connects those findings to coaching and practice.
Can cold calling and customer service use different playbooks?
Yes. Use different expectations for different call purposes. A cold-call playbook can focus on relevance, discovery and qualification; a service playbook can focus on listening, accurate guidance, escalation and an agreed resolution path.
Will it connect to our existing dialler?
Compatibility depends on your provider and access to authorised recordings, rep identity and call details. We review these with you and scope a recording integration or import workflow before a pilot.
Does SalesLens make outbound calls?
This workflow focuses on analysing and improving conversations from your dialler. Your existing calling system handles the calls; SalesLens provides the analysis, coaching and practice around them.
How does feedback become better performance?
Review the moment behind the feedback, choose a specific behaviour to improve and rehearse it in practice. Then look for evidence of that behaviour in later calls. The aim is consistent execution of your playbook, rather than a score without context.
Better openings. Better responses.
Better customer conversations.
Bring your call workflow and playbook. Let’s find the right coaching approach for your team.
Book a demo