How do I make my team accountable for reviewing their own phone calls? Build it into the week as a standing expectation, not a favor. Every person who handles calls listens to their own recordings weekly with the phone slip in front of them and critiques the call honestly. Did we follow the steps or not? Some weeks a team member will have no call of their own in the queue. Fine. They still owe you a review, so they critique a teammate's call instead. Nobody gets a free pass. Self-critique works because it shifts ownership onto the person doing the [...]