> For the complete documentation index, see [llms.txt](https://docs.talkfurther.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.talkfurther.com/products/ai-phone/community-call-coaching.md).

# Community Call Coaching

Sales leaders often struggle to understand whether their teams are consistently following best practices on calls.

* Are prospects being properly qualified?
* Is financial discovery happening?
* Are tours being scheduled when appropriate?

Without visibility into these behaviors, it’s hard to know where sales teams are excelling and where they need improvement. Missed opportunities add up, directly impacting move-ins and occupancy rates.

![Call Coaching](/files/wi8fsjjdZxTGBSqE0XXv)

Call Coaching solves this by turning every inbound call into a learning opportunity—helping you measure, coach, and improve sales performance across your communities.

## What It Does & How It Works

Call Coaching enables you to define the key behaviors you want your sales teams to follow and automatically track them across inbound calls.

* **Create coaching items once** at the corporate or community level (e.g., “Did the rep ask permission to ask questions?” or “Did they try to schedule a tour?”).
* **Automatically applied to calls**: These items are layered on top of inbound calls handled through Further’s phone system.
* **Generate coaching scores**: Calls are scored against your defined items so you can see how each community or rep is performing.
* **Drill down into calls**: Listen to specific examples, see which items were missed, and coach in real time.

The result: a clear, structured view of how well sales teams are executing the sales process—and actionable data to improve it.

## Integrations & Configuration

* **Required**: Further Phone System must be activated to automatically apply coaching items to inbound calls.
* **Optional**: Coaching insights can be combined with CRM data for deeper reporting on move-ins and conversions.
* **Configuration options**:
  * Add items at the **corporate level** to enforce consistency across all communities.
  * Add items at the **community level** for local flexibility.
  * Items can be updated anytime; changes are reflected immediately.

## How to Set It Up

1. **Prerequisites**
   * Ensure your community is using Further’s phone system.
   * Admin access to the Further Dashboard.
2. **Enable Coaching Items**
   * Log in to the Further Dashboard.
   * Go to **Settings → Coaching Items**.
   * Add new coaching items (e.g., discovery questions, financial discussion, scheduling tours).

![Call Coaching](/files/FaVF44LgzZ2JpdTegauK)

3. **Automatic Application**
   * Once saved, your coaching items will automatically be added to all inbound calls.
   * Items appear as evaluation criteria within the call review section.
4. **Review & Coach**
   * Navigate to **Calls → Coaching** in the dashboard.
   * See aggregate scores by community and coaching item.
   * Drill down into individual calls to review performance.
5. **Track Progress Over Time**
   * Use the dashboard to monitor improvements or spot areas where teams continue to struggle.

![Call Coaching](/files/J3Xb7Ts9fTpHBArOhPCn)

## Troubleshooting Tips

* **Symptom:** Coaching items not showing up on calls.\
  **Fix:** Verify that the Further Phone System is enabled for the community.
* **Symptom:** Coaching scores not updating.\
  **Fix:** Confirm that coaching items are active in **Settings** and applied at the correct level (corporate vs. community).
* **Symptom:** Calls missing from coaching dashboard.\
  **Fix:** Check call routing settings to ensure calls are being processed through Further’s system.

## Frequently Asked Questions

* **Can I set different coaching items for different communities?**\
  Yes. Items can be configured globally or community-specific, giving you both consistency and flexibility.
* **Do coaching items apply to offline calls?**\
  Yes. Even if the call didn’t go through the phone system, you can manually log and coach against those items.
* **Can I see trends over time?**\
  Absolutely. The dashboard tracks performance improvements (or declines) over weeks and months.
* **Can I disable or change coaching items later?**\
  Yes. Coaching items can be added, removed, or modified at any time. Updates apply automatically going forward.

***

## Why Senior Living Operators Should Use Call Coaching

Call Coaching directly addresses one of the biggest challenges in senior living sales: ensuring consistency and quality across teams.

By setting this up, you will:

* **Increase move-ins** by making sure every lead is properly qualified and guided through the sales journey.
* **Identify coaching gaps quickly** so you can support underperforming communities before missed opportunities pile up.
* **Build accountability** by giving managers and teams clear, data-driven insights into their performance.
* **Create consistency at scale** across multiple communities, ensuring your brand’s standards are met everywhere.
* **Boost team confidence** by reinforcing what “great” sales conversations look like.

In short, Call Coaching transforms everyday calls into a powerful training tool—helping your teams close more prospects, improve occupancy, and deliver a better experience for families.


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