Write the weekly CSR coaching review

When to use it

Once a week, for the service manager or owner. Paste the daily lines and coaching notes from each day’s call audit and get the week’s booking rate, the reasons calls didn’t book, what it may have cost, one focus per CSR and a short team huddle.

The prompt

Copy this, then replace everything in [brackets].

Roll up this week's daily call audits into a CSR coaching review.
Company: [name]
Week of: [dates]
CSRs: [first names or initials]
Our booking rate goal: [your target, e.g. 70%]
Last week's focus for each CSR: [name: what they were practicing]
Daily audit results: [paste each day's weekly-review line and the CSR coaching notes]

Give me:
1. The week at a glance: new-demand calls, booked, not booked, booking rate (booked ÷ booked plus not booked), average score, never-connected calls. Compare it with my goal and with last week if I pasted it.
2. A table for each CSR: calls, booking rate, average score, the rubric line they missed most, and whether last week's focus improved. Point to the days or calls that show it.
3. The top 3 reasons calls didn't book, with the estimated dollars from the daily audits labeled as estimates, and one script fix for each.
4. When calls went unanswered, by hour of the day, and one staffing or overflow idea.
5. One focus for each CSR for next week: what good sounds like, a 2-minute role-play to practice it, and how we'll know it worked in next week's audits.
6. A 15-minute team huddle: one win to celebrate, one team-wide fix, the role-play.

Rules: Use only the numbers I pasted. Keep individual coaching for one-on-ones; the huddle names no one's weak spots. Coach behaviors, not personalities.

Before / after

Before: “Phones were busy this week. Let’s keep it up.”

After (example output):

Week: 61 new-demand calls, 44 booked, 17 not booked = 72% (goal 70%, last week 66%).
Top reason not booked: wanted sooner (7 calls, about $2,450 estimated). Fix: always offer a second window before the caller has to ask.
Jen: 74%, average 16.2/20. Last week’s focus (membership mention) went from 2 of 10 calls to 8 of 12. Next week: read back the window and address on every booking.
Huddle: Win: Tuesday’s 9 of 10. Team fix: second-choice window. Role-play: price shopper who wants a number now.

Tips

• Run it the same day each week so the trend means something.
• Two things per CSR at most: one strength, one focus.
• Celebrate in the huddle; coach one-on-one.
• Review every draft before you send it. You’re accountable for what goes out.