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Identify Coaching Opportunities: Spot Skill Gaps (and Wins) Hidden in Every Call

Last updated: May 8, 2025

TL;DR: What this template does

This template analyzes team calls to identify coaching opportunities — both strengths to celebrate and gaps to address.
Upload recorded calls, and get a quote-backed dashboard of improvement areas, behavioral patterns, and training needs.

Why coaching without data doesn't scale

You can’t improve what you can’t see.

This template helps you spot patterns across reps and pinpoint where coaching will actually move the needle — based on real calls, not subjective memory.

Definition: Coaching opportunities are moments of repeated behavior — good or bad — that shape customer perception, retention, and resolution quality. Surfacing them means better conversations, not just faster ones.

How does this template work?

Step 1: Upload Team Call Recordings

Works with any frontline team: support, onboarding, retention, CS
Accepts audio, video, or transcript
Ideal with 10+ calls across multiple agents

Step 2: Evaluate Using QA Criteria

AI highlights strengths, hesitation points, and missed cues
Clusters behavioral trends across agents or regions
Tags key quote moments for training reference

Step 3: Output — Coaching Dashboard

Dashboard of key coaching themes and wins
Agent-level heatmaps for targeted training
Downloadable report for 1:1s, workshops, or enablement

What benefits does this template provide?

Benefit	Description	Impact
Real Coaching Insights	Focus training on what’s actually happening in calls	Faster skill improvement
Strength Recognition	Celebrate high-quality behaviors, not just issues	Boost morale + engagement
Actionable Dashboards	Show team leads exactly where to focus	Increase training efficiency
Continuous Feedback Loops	Turn calls into insights, weekly or monthly	Create a performance flywheel

How do different teams use this template?

Support Ops: Enable targeted rep development
Team Leads: Plan 1:1s with actual coaching fuel
QA Analysts: Automate trend tracking across reps
Enablement Teams: Deliver more effective role-based training

Frequently Asked Questions

Is this just for underperforming reps?

No — this helps you identify and reinforce what great reps are doing too.

Can I customize what the AI looks for in calls?

Yes. You can define the skills, behaviors, or phrases you want tracked—like upselling attempts, active listening, or trust-building language—and Insight7 will tag those moments automatically.

How often should I use it?

Many teams run this bi-weekly or monthly as part of a coaching cadence.

What Teams Are Saying

“We’re managing 7–8 clients at once, and this tool makes it easier to find what’s working and where the coaching gaps are. Insight7 saves time and sharpens our 1:1s.”

— Adrienne Hibbert, Research Manager, Teknicks