There’s a reason professional athletes watch game film.
They don’t do it for fun.
They do it because no matter how talented they are, they can’t see their blind spots in the moment.
Same goes for your team.
You can coach all you want—but until you actually hear how they’re handling real calls (or practice with them in a structured way), you’re guessing.
And guessing won’t cut it in today’s market.
Coaching Is Only Half the Equation
We used to think feedback was enough.
We’d talk through scripts. Give tips. Encourage better habits.
But performance didn’t improve the way we expected—because we weren’t hearing what was actually happening on the calls.
And once we did? We found missed questions, wrong assumptions, opportunities left on the table…
Stuff we never would’ve known just by asking, “How’d that call go?”
So we made listening to calls and regular role play part of our culture—and it changed everything.
What You Don’t Hear Can Hurt You
Here’s what happens when you don’t regularly review real conversations:
- You coach hypotheticals, not real behavior
- Your team develops bad habits without knowing it
- You lose deals because small things slip through the cracks
Call listening gives you clarity.
It shows you where someone is struggling, where they shine, and how to tailor your coaching to what actually needs to be fixed.
And it works both ways:
Great calls become examples to celebrate and model.
Tough calls become teachable moments.
Role Play: The Reps That Build Confidence
Ever been to a live concert where the band just… wings it?
Of course not. They rehearse.
Role playing isn’t cheesy—it’s professional. It helps your team:
- Practice objection handling
- Work through nerves in a safe space
- Build muscle memory for real-life conversations
At our agency, we make it a habit.
We don’t just review what happened—we practice what should happen next time.
And we’ve seen firsthand how much faster our team improves when they get those reps in regularly.
Our Simple Process
Here’s what we do:
Weekly Call Reviews
We pick a few calls per rep each week—either randomly or based on outcome (won, lost, unresolved).
We listen together and provide feedback with the rep, not just about them.
Scenario-Based Role Plays
We rotate scenarios based on what’s trending—renewal increases, tricky coverage questions, or cold starts.
Everyone gets a turn in the “hot seat,” and we rotate who plays the client.
Group Reviews
Sometimes we review a call as a team and invite open feedback.
We always make it clear: This isn’t punishment—it’s professional development.
Clear Expectations
We’ve had team members who couldn’t handle the pressure of review.
That’s okay—not everyone’s a fit. But if you can’t be coached, you can’t grow.
Common Objections (and Why They Don’t Hold Up)
“It feels awkward.”
Yes. And that’s exactly why it works. If you can navigate a role play under pressure, a real call is easy by comparison.
“It takes too much time.”
So does fixing the damage from a bad client experience. Call reviews save time in the long run.
“We already coach in one-on-ones.”
Good—but you’re only seeing one side of the story. Listening to calls reveals the full picture.
Tools We Use
- Call recording platform (any system that logs inbound/outbound calls)
- Shared scorecard template (we’re giving you a version below)
- Scenario tracker for role plays
- Team calendar block (weekly or biweekly)
Free Resource: Role Play Scenario Guide
Want to help your team build confidence and improve real-world sales skills?
We’re giving away a curated guide with two types of role play scenarios you can use in your agency:
✅ Sales Call Scenarios
Includes 10 fully built situations across both personal and commercial lines—covering everything from first-time homebuyers to contractors needing bonding and liability.
✅ Price-First Objection Scenarios
10 additional role plays focused specifically on overcoming price objections, shifting the conversation to value, and building trust under pressure.
Each scenario includes:
- A client profile and situation
- Their goals or pain points
- Objections or hesitations
- Curveballs to test your rep’s ability to stay calm and in control
- Trainer prompts to guide feedback and discussion
This isn’t fluff—it’s the exact structure we use in our agency to coach, correct, and develop our team into confident communicators.
Final Thought
The most dangerous thing about poor performance is that it often goes unnoticed—until it’s too late.
Call reviews and role play aren’t about micromanaging.
They’re about investing in your team’s growth—with structure, consistency, and actual feedback.
It’s one of the best things we’ve done in our agency.
Because when your team knows they’ll be coached, reviewed, and supported, they show up sharper—and they win more.