The Coaching tab can be broken down into 5 sections:
Activity
Executives will have visibility into how teams are stacking up against one another when it comes to call coaching and skill development.
All managers are ranked against one another to give an executive visibility into who is the most active in terms of developing their team's skills through call coaching. Adjust the date range by selecting the "From" and "To" in the calendar widget.
The date range that was previously selected in the Summary page will follow the other tabs, as long as you remain in the Dashboard section.
The default metrics show coaching done by the managers for their direct reports. Toggle off Direct reports only to pull coaching metrics for all reps.
The following options are available at this view:
Coaching Effectiveness: Effectiveness of each manager’s coaching activity. The Coaching Effectiveness score (ranging from -100% to +100%) is calculated using a proprietary algorithm that compares the time a manager spent coaching during the previous period to the current period's Team Call Score Trend and Team Call Activity Trend. Managers who were very effective at coaching their team will have a thumbs-up icon and values above 5%. Managers who were not effective at coaching will have a thumbs-down icon and values below -5%. Managers whose coaching neither hurt nor helped their team's performance will have an equal sign and values between -5% and 5%.
View each manager's ability to create meaningful behavior change in their reps through coaching. Managers who were very effective at coaching their team will have a thumbs-up icon and values above 5%. Managers who were not effective at coaching will have a thumbs-down icon and values below -5%. Managers whose coaching neither hurt nor helped their team's performance will have an equal sign and values between -5% and 5%.
Coaching Activity (hrs): Line graph of each manager's Coaching Activity that occurred in this period. Activity is comprised of Review Time (includes call commenting, highlighting or scoring, but excludes listen-only activity) and Meeting Time (the sum of the time that elapses between clicking 'Start Coaching Meeting' and 'Finish Coaching Meeting' within Coaching Plans).
Explore how much coaching happened this period, including how much time managers spent reviewing calls vs. in coaching meetings. Is coaching happening sporadically or consistently?
Team Distribution: The number of reps on a manager's team who received coaching during this period. This includes Review Time (includes call commenting, highlighting or scoring, but excludes listen-only activity) and Meeting Time (the sum of the time that elapses between clicking 'Start Coaching Meeting' and 'Finish Coaching Meeting' within Coaching Plans).
Are your managers coaching all of their reps or only some? This could be a good thing or bad thing depending upon the needs of each rep. Research shows that managers and coaches should focus on B-players and new reps in order to generate a bigger improvement in call quality relative to the amount of time they spend coaching.
% Requests Responded To: Percentage of rep feedback requests that managers have responded to during this period.
Reps who do not get coached on calls on which they requested feedback tend to become frustrated with the coaching program. Are your managers responding to these requests for help?
Feedback Per Hours Listened: Allows you to compare coaching activities across managers. The orange bar represents the total number of feedback activities (i.e. comments left, highlights made, or calls scored) a manager completes. The grey bar represents the total amount of time, in minutes, that a manager has spent listening to calls in the platform.
See how much time managers have spent listening to calls compared to the amount of coaching activity they've completed. The best coaches complete ~10 coaching activities per hour of calls reviewed.
Team Score Trend / Rank: The trend is the percent change of average call scores on a manager's team in this period vs. last period. Score includes all manager, coach and peer call scores. Reps' self-scores are not included.
The rank is the stack ranking of each manager's team based on average call scores. The (+/-) indicates change in ranking from last period. Score includes all manager, coach and peer call scores. Reps' self-scores are not included.
Calls Scored: {Manager name} scored {number} calls between {start date} and {end date}, with an average of {average} calls per rep per week. ExecVision recommends that managers and coaches score two calls per rep per week. The color of the box represents whether the manager met that recommendation during this period. Gray indicates an average of less than 0.5; yellow indicates an average between 0.5 and 1.5; green indicates an average greater than 1.5.
Team Activity Trend / Rank: The Activity Trend is the percentage change in the total Call Activity Score by reps on each manager's team during this period vs. last period. Call Activity Score is also shown in the "donut" chart on the Rep Dashboard, and is derived from a weighted combination of number of calls and total duration of calls.
The Activity Rank is the stack ranking of each manager's team based on total Call Activity for all reps on that team during this period. The (+/-) indicates the change in rank from last period. ExecVision normalizes Call Activity to have an apples-to-apples comparison of reps from different teams with different roles and call types (ie cold calling, lead follow up, scheduled discover calls, demos, etc.).
My Coaching Agenda
Click on Create a Coaching Plan to set up coaching plans on behalf of the managers and coaches. Select Switch to advanced settings to adjust the default meeting settings.
An executive's existing coaching plans will be present in the right-hand corner for the Coaching, Call Activity, Smart Alert and Libraries tab.
Coaching plans are color coordinated to match the action requirement by either you are the recipient. Red means the coach has not completed the review requirements before the coaching meeting. Yellow indicates that the recipient or user has requirements outstanding before the scheduled meeting. Green means the coach and the recipient have met the review preparation requirements and are ready to start the meeting.
Coaching Plans
Coaching Plans introduce a new layer of how conversation insights are applied to driving performance improvement. The idea of a Coaching Plan is the coach and a rep or a group of reps will meet regularly to review calls focused on 1 to 2 skills at a time. If a rep needs help with establishing lead-in, for example, the rep will identify calls that address this skill and the coach will work with the rep in these coaching sessions to track progress over time. The Coaching tab also works for a team meeting with multiple reps.
These skills are baked in the platform through Scorecard Profiles. We utilize these skills for easy workflow between the widgets within the Dashboard tab.
Existing coaching plans are indicated at the first widget, with the most active and engaged managers at the top.
See below for description of each column:
Coach: the owner of the Coaching Plan.
Active Plans: the number of plans that are ongoing with this coach. These plans were not finished during the date range selected but they didn't pass the end date. No active plans will be marked with N/A.
Completed Plans: plans with at least one review that completed during this period.
Overdue Plans: plans on which reviews were missed / that are running late compared to original schedule. This only includes a list of active users.
Number of Meetings: Each block represents one review meeting, in date sequential order.
Clicking on any of the icons will pull up a pop up listing the skill being coached, the end date of the coaching session (if applicable) and the name of the coach and recipient. Click the bottom blue button to see the notes of the coaching meeting.
The list of managers without a recent coaching plan are listed under Manager with No Activity.
Team Skill
Execs have visibility into any teams' strengths and weaknesses as they relate to scorecards and skills. This chart breaks down teams' skill level as it relates to scores. The default view is showing all scorecards scored by everyone.
Execs can expand search by individual scorecard or for a specific grader. The options for "Scored By" include a) All Scores b) Manager's Scores c) Rep's Self Scores d) Team Scores
Selecting the Average Rep Score in the Summary Key Metrics widget will take the executive to this view of the Dashboard. Within the strengths and weaknesses matrix, execs will be able to tell where teams are deficient in a particular set of skills. This can help guide future training initiatives for the entire team or for whole departments.
From the above view for example, an exec is able to see that Rachel's team is doing a stellar job in center locations as well as asking for the status quo. The skills the team is likely working on speaks to improving their objection handling or common challenge.
To the right of the widget is the average score for each team. We also have a sense of how many scorecards are factoring into this average.
Trend Popover
Hover over a Team's name on the y-axis or a specific skill on the x-axis and select the graph icon to access a team's trends over time. In the below view, Alex's team scorecard trends is being selected.
The graph identifies all the skills associated with the Alex's Team. The x-axis is the date range specified in the search bar and the y-axis identifies the scorecard score out of 100 percent.
Hover over the skill legend or the scorecard line to narrow down your view to a particular skill. In the below view for example, an exec is able to see that Alex's Team had lower scores for the month of June for the 'value prop' skill.
A dot indicates a coaching session by Anyone Except Rep, as specified in the initial parameters on Team Skill. An exec can include that an increase in scoring by the manager or coach improved the overall performance of the "Value Prop" skill.
Suggestion Action
The purpose of this recommendations section is to encourage the exec to reach out to struggling or unresponsive managers for next steps.
Suggested Action is a manager-centric tool that is directly responsive to the data specified in the Strengths and Weaknesses by Team (S&WbyT) widget. If a manager has more than one team, then the suggested actions will be based on those teams combined. The recommendations are tied to the low performing scores in the S&WbyT table, ones where skills are in yellow or orange.
Clicking on any of the suggested widgets will take the exec to that manager's activity or tab that is relevant to the suggested action.
The executive has access to the below recommendations, with only 3 appearing at a time in the UI. The three that appear are designed to be the most relevant for the executive.
Coaching Plans Roll Out
"Manager's team has weak scores, and Manager is doing minimal coaching. Meet with Manager to roll out coaching plans to team." This is based on a manager's usage and how it impacts Team Scorecard Trend in the Coaching Effectiveness widget.
Focus on Skill Development
"Manager's team is weak on Engage Prospect, and Manager does not have any active coaching plans to improve the Engage Prospect skill. Meet with Manager to roll out Engage Prospect coaching plans to the team." This is based on the Strengths & Weaknesses widget and whether the manager is utilizing coaching plans to improve rep performance.
Use ExecVision for Coaching
"Manager didn't perform any coaching in the period. Meet with manager to discuss effective use of ExecVision." This widget only applies to managers of reps who have significant call activity. This excludes QA managers who supplement a direct manager's coaching.
Monitor Inbox for Feedback Requests
"Manager is not responding to requests for feedback. Meet with Manager and train them on using ExecVision to coach reps who request assistance." This is based on the number of Feedback Requests that sit in a manager's inbox and have not been responded to over the date range selected in Dashboards.
Use Ad Hoc Coaching Plans
"Manager has never used the Ad Hoc coaching plan feature. Meet with Manager and show them how to effectively use on-the-spot coaching plans. Coaching Plan activity is tracked by the Meeting Time column in Coaching Effectiveness. Meeting Time encompasses time spent in Ad-Hoc and Coaching Meetings.
Review Manager's Coaching Style
"Manager is not effectively improving rep performance during coaching plans. Review several of Manager's prior coaching plans and offer suggestions on how they can tailor their feedback." This recommendation is based on Coaching Plans with an underperforming skill. Lack of progress with improving this skill over time will trigger this recommendation notice.
Execs that are also a manager of a team will see the following manager-level recommendations.
Coaching Recommendations by Call Activity
This is based on the ranking system of reps by call activity. Reps that are in the middle 60% percentile of call activity will be recommended for coaching.
Coaching Recommendations by Rep Self-Review
This is based on the rep's own self review. Reps that are scoring themselves in the 60% percentile will be recommended for coaching.
Coaching Recommendations by Weakest Skill
This is based on the rep's performance in the Strengths & Weaknesses widget in Team Skill. We look for the reps under a specific manager and identifier their weakest skill based on scorecard performance. N/A grades are eliminated from consideration.
Manager Metrics
View how much each manager is coaching and where their feedback is distributed in relation to the overall team average. The total number of coaching for each widget is indicated at the top of the column.
The overall manager average is indicated by the vertical people icon. Click into the specific manager to pull up the manager's Summary page.
The following widgets are available for the execs:
Listening: total number of calls listened to by the manager.
Comments: number of comments left on calls by the manager.
Highlights: total number of highlighted left by the manager.
Scoring: number of scorecards filled in by the manager.
Libraries: number of calls added to library by the manager.
Coaching Plans: number of coaching plans with the selected manager as the coach.
Coaching Meetings: number of coaching meetings with manager as the coach.
Select the graph icon to access the trends over time. The graph selected below is the scorecard trends over time. This identifies all the reps scores left by the manager over the selected date range. The x-axis is the month and the y-axis identifies the scorecard score out of 5 (0 - 0%, 1 - 20%, 2 - 40%, 3 - 60%, 4 - 80%, 5 - 100%).
Hover over the rep legend or line to narrow down the view to a particular rep. In the above view for example, an exec is able to see that Brad was improving in call performance before a coaching session on 5/26 and then saw an immediate dip in call efficiency. This is a good opportunity for the exec to coach the manager to see why the rep's performance decreased after that coaching session.
Coach Metrics
View how much coaching is being done by each Coach Designated user. The exec is provided a high-level overview of coaching completed by the individual coaches.
Peer Metrics
View how much coaching is occurring across teams from non-direct managers. Non-direct managers include coaches, admins, and users. The exec is provided a high-level overview of coaching completed by the non-direct managers.
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