Calls
Call Library

Call Library

The Call Library is your curated collection of important, exemplary, or reference calls that you want to access quickly.

What is the Call Library?

The Call Library is a specialized view for starred/saved calls that are particularly valuable for:

  • Training materials - Exemplary calls that demonstrate best practices
  • Coaching examples - Both positive examples and improvement opportunities
  • Reference calls - Calls with important information or decisions
  • Templates - Ideal conversation structures for your team to follow
  • Quality benchmarks - Calls that represent your quality standards

Adding Calls to Library

Star a Call

There are multiple ways to save calls to your library:

From Call List

  1. Navigate to the Calls page
  2. Click the star icon next to any call
  3. Call is instantly added to your library

From Call Detail View

  1. Open any call
  2. Click the Star button in the call header
  3. Optionally add library notes
  4. Call is saved to library

Batch Adding

  1. Select multiple calls using checkboxes
  2. Click Add to Library from bulk actions
  3. Selected calls are added to library

Organizing Library Calls

Categories and Tags

Organize library calls with tags:

Training Categories:

  • perfect-opening - Great call introductions
  • objection-handling - Effective objection responses
  • closing-technique - Successful call closures
  • discovery-questions - Excellent needs assessment

Quality Levels:

  • gold-standard - Exemplary calls
  • good-example - Solid performances
  • teachable-moment - Calls showing common mistakes

Use Cases:

  • new-hire-training - For onboarding
  • coaching-session - For one-on-one reviews
  • team-meeting - For group discussions

Adding Library Notes

When starring a call, add context:

  1. Click Add Note when starring
  2. Describe why this call is important
  3. Note specific moments or techniques
  4. Highlight learning points

Example notes:

  • "Perfect example of handling price objections at 3:45"
  • "Use this for training on discovery questions"
  • "Shows ideal call structure from greeting to close"

Viewing Library Calls

Library Page

Access your library:

  1. Navigate to Calls > Library in the sidebar
  2. View all starred calls in one place
  3. All standard call features available (play, review, etc.)

Library-Specific Features

  • Filter by tags - Quickly find specific types of examples
  • Search notes - Find calls by library notes
  • Sort by relevance - Order by quality score, date, or custom criteria
  • Quick access - Library calls load faster than full call search

Using Library for Training

New Employee Onboarding

  1. Create a tag onboarding-required
  2. Star 5-10 exemplary calls with this tag
  3. Add notes highlighting key techniques
  4. Share library links with new hires
  5. Use calls in training sessions

Creating Playlists

Organize related calls:

Discovery Process Playlist:

  1. Tag calls with discovery-example
  2. Order by quality score
  3. Create training session around these calls

Objection Handling Playlist:

  1. Tag calls with objection-handling
  2. Include both excellent and needs-improvement examples
  3. Use for role-play exercises

Team Training Sessions

  1. Filter library for specific tags
  2. Share filtered view with team
  3. Play calls during meetings
  4. Discuss techniques and approaches
  5. Create action items from insights

Using Library for Coaching

One-on-One Coaching

  1. Prepare - Find relevant library calls for the coaching topic
  2. Compare - Show trainee's call alongside library example
  3. Discuss - Highlight differences and opportunities
  4. Practice - Use library call as template for role-play

Creating Coaching Templates

  1. Find a high-quality call from library
  2. Note timestamp of key moments
  3. Create coaching guide referencing these moments
  4. Use as standard for evaluating similar calls

Performance Benchmarking

Compare team member calls against library standards:

  1. Review trainee's call
  2. Show similar library call
  3. Compare key metrics (talk time, questions asked, etc.)
  4. Identify specific improvement areas
  5. Set goals based on library benchmarks

Library Management

Regular Maintenance

Keep your library valuable:

Monthly Review

  • Remove outdated examples
  • Add new exceptional calls
  • Update tags and notes
  • Reorganize categories

Quality Check

  • Ensure starred calls still represent standards
  • Update notes with new insights
  • Remove calls that no longer serve purpose

Sharing Library Access

Control who can access library calls:

Team Access

  • All team members can view library calls
  • Only admins/managers can add/remove from library
  • Comments and notes visible to all

External Sharing

Generate shareable links:

  1. Select library call
  2. Click Share
  3. Set permissions (view only, time-limited)
  4. Copy link for external stakeholders

Library Best Practices

Selection Criteria

Add calls that:

  • Demonstrate exceptional quality
  • Show perfect execution of technique
  • Contain important reference information
  • Serve as effective teaching examples
  • Represent ideal outcomes

Avoid calls that:

  • Are average or ordinary
  • Don't have clear learning value
  • Are too specific to be useful examples
  • Contain outdated information

Effective Tagging

Create a consistent tagging system:

  1. Be specific - Use detailed, descriptive tags
  2. Be consistent - Establish team conventions
  3. Be selective - Don't over-tag
  4. Add context - Use notes to explain tag choices

Note-Taking Guidelines

Write helpful library notes:

  • Be specific - Include timestamps for key moments
  • Explain value - Why this call is in the library
  • Highlight techniques - What makes it exemplary
  • Add context - Background that helps understanding

Example: "Perfect needs-assessment example. Listen at 2:15 for transition from small talk to business. Questions at 3:30 uncover budget concerns without asking directly."

Library Metrics

Track library usage:

  • Most played - Which calls are used most for training
  • Most shared - Which examples are shared frequently
  • Tag analytics - Which categories are most useful
  • Update frequency - How often library is refreshed

Advanced Library Features

Creating Custom Collections

Group library calls for specific purposes:

New Product Training:

  1. Tag calls discussing new product
  2. Filter library by tag
  3. Share collection link
  4. Update as new calls added

Seasonal Campaigns:

  1. Tag calls from specific campaign
  2. Review at campaign end
  3. Keep best examples
  4. Use for next campaign planning

Library Search

Search library specifically:

  • Search within library notes
  • Filter by multiple tags
  • Combine with quality scores
  • Sort by relevance

Removing from Library

Unstarring Calls

  1. Click star icon on call (from list or detail view)
  2. Call remains in main Calls list
  3. Removed from Library view
  4. Library notes preserved in call history

Bulk Removal

  1. Select multiple calls in library
  2. Click Remove from Library
  3. Calls unstarred but not deleted

Next Steps

Managing CallsContacts