Providing Effective Feedback

This guide outlines standards and best practices for managers delivering call coaching in Aila.

Core Coaching Principles

Avoid general feedback that agents cannot contextualize. Use Aila inline comments to anchor observations directly to specific dialogue turns.

Non-Specific: "Improve your qualification questions."
Specific (Anchored at 02:14): "At this point, ask about their current lease end-date before discussing monthly payment options."

Categorize comments accurately to provide balanced coaching:

Comment Category	Purpose	Example
Praise	Reinforce high-performing behaviors.	"Clear explanation of loan rate locks without industry jargon."
Improvement	Direct specific behavioral adjustments.	"Acknowledge the customer concern before presenting the fee schedule."
Compliance	Correct regulatory or procedural errors.	"Ensure the recorded disclosure statement is read verbatim."
Question	Encourage agent self-reflection.	"What questions could you have asked here to uncover their timeline?"

Ensure every assigned action item has clear success criteria:

Set realistic due dates (typically 3 to 7 business days).
Attach reference links to relevant playbooks or high-scoring library calls.
Require concrete outputs (e.g., "Shadow 2 senior LO calls on VA loans and document 3 objection techniques").

Daily Queue Scan: Filter for calls with low quality scores (under 70%) or High Risk flags.
Review & Annotate: Listen at 1.5x speed, review scorecard results, and insert 2–4 targeted inline comments.
Assign Action Items: Add an action item if a recurring skill gap is identified.
Flag for Follow-up: Click Flag for Follow-up to notify the agent.
Follow-up Calibration: Review agent replies and verify action item completion weekly.