The Coaching tab can be broken down into seven sections:
- Coaching Effectiveness
- Rep Skills
- Coaching Plans
- Your Coaching
- Self Review
- Peer Coaching
- Other Coaching
View how much coaching the rep received, the rep's scores and activity trends, and the rep's rankings against other users. The purpose of coaching effectiveness is to see how much time was put into coaching vs the results of the coaching. Coaching data is provided in a nightly occurrence (not in real time) and by a snapshot of users’ metrics in the database.
See below for description of each metric:
Coaching Time: The total amount of time spent coaching individual reps during this period. Coaching includes Review Time and Meeting Time. Review Time consists of annotating (commenting on and highlighting) and scoring conversations, but does not include listen-only activity. Meeting Time consists of time spent in coaching meetings that are a part of Coaching Plans. The value on the left represents the total amount of coaching received by a rep from both their manager and other coaches. The value on the right represents the amount of coaching received by a rep from their manager only.
You can select whichever combination of options you wish to focus on. Listen-only sessions are not included in review time. The coaching time is split into a fraction where the numerator (2:04 in the below example) represents the Total coaching time (including all managers and coaches) and the denominator (1:01 in the below example) represents the time coached by the direct manager.
How much coaching time is each rep receiving from their direct manager vs other coaches? If a rep's call scores aren't improving, consider changing the person providing the coaching. HBR research on 'connector managers' shows that coaching by committee produces better results than reps who receive coaching only from one person.
Score Trend: Percent change of average call scores for a rep in this period vs. last period. Score includes all manager, coach and peer call scores. Reps' self-scores are not included.
A decreasing Rep Call Score Trend generally indicates either that the Forgetting Curve is causing a rep to revert to old habits, or the focus of current coaching has shifted from a skill the rep has mastered to a new skill that the rep needs to improve. As you review these scores, determine which reason applies to each rep. Additionally, when a rep consistently maintains a high Rep Call Score Trend, they have achieved a level of mastery on that particular call type. At that point, consider changing the focus of your coaching to another call type.
Score Rank: Stack ranking of each rep 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.
Research shows that managers should invest their coaching time on average performers and new hires. The business impact from coaching these 'B players' is greater than coaching 'A players' or reps who are in the bottom 25%. While looking at the Rep Call Score Rank, which of your reps should you coach more and which should you coach less?
Activity Trend: Percentage change in the total Call Activity Score by each rep, compared to the previous 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.
Explore how reps are trending in call activity. Drops in call activity could indicate that a rep might be losing motivation, spending too much time on non-selling activities, or focused on the wrong things. If you see an issue related to low activity, fix this first before coaching on call quality.
Activity Rank: Stack ranking of each rep based on total Call Activity Score during this period. The +/- indicates the change in ranking from last period. Call Activity Score is also shown in the "donut" chart on the Call Activities tab of the Rep Dashboard, and is derived from a weighted combination of number of calls made and total duration of calls.
See how each rep stacks up on call activity. This metric is beneficial for recalibrating dial goals and target conversion rates across the team.
Coached By: Who coached each rep during this period. The blue circle indicates the percentage of coaching this rep received performed by each coach.
Managers have visibility into their reps' 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.
Managers 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
Within the strengths and weaknesses matrix, managers will be able to tell where reps 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, Alex the manager is able to see that John B is doing a stellar job in lead in as well as identifying common challenge. The skills John B is likely working on speaks to improving value prop or go for time.
To the right of the widget is the average score for each rep. We also have a sense of how many scorecards are factoring into this average.
Hover over a rep's name on the y-axis or a specific skill on the x-axis and select the graph icon to access a rep's trends over time. In the below view, the ExecVision Max R's scorecard trends is being selected.
The graph identifies all the skills associated with Max's calls. 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 Max 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.
When opening the Trend for a single skill you also have to option to build a smart alert around the skill or start a coaching plan with the skill as the focus.
The purpose of this recommendations section is to encourage the manager to reach out to struggling or unresponsive rep for next steps. The recommendations are based on rep activity and if their lack of usage is negatively contributing to individual performance.
Clicking on any of the suggested widgets will take the manager to that rep's activity or tab that is relevant to the suggested action.
The manager has access to the below recommendations, with the most relevant appearing at a time.
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 Rep 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.
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 with the direct manager are listed at the top, followed by a list of active Coaching Plans done by other coaches or executives.
See Interacting with a Coaching Plan for more information.
Reps without Active Coaching Plan
The goal of this section is to determine who needs coaching based on performance. Coaches should focus their coaching efforts with reps that have the greatest potential to become a top performer. Existing top performers still need to be coached but may not require a coaching plan for a specific skill. Managers can create a Coaching Plan (reoccurring meeting) or an Ad-Hoc plan (Coach Now).
The navigation bar within the widget provides the following information:
Rep: the name of the rep without a Coaching Plan
Challenged By: the lowest ranking skill for the rep. This can be found under the Skills Heatmap (Strengths & Weaknesses by Rep widget).
Activity Rank: the rep’s coaching activities when annotating other people’s calls compared to their peers.
Self-Review Rank: the amount of self-review the rep has completed compared to their peers.
The Self-Review Rank gives the manager insight into how much attention the rep is giving to their own call recordings. Are they actively using the tool to improve and is there a desire by the rep to learn more?
For example, Alon is deserving of a Coaching Plan. He spends time listening to his own calls (Rated #1 in Self-Review Ranking). Angela on the other hand is rated 9 out of 10 on the Self-Review Rank, which means she hasn’t made the effort to review her own calls.
Selecting the rep’s name will take the manager to the rep's Summary page within Dashboards.
View how much coaching you are giving to direct reps and where their feedback is distributed in relation to the overall rep average. The total number of coaching for each widget is indicated at the top of the column.
The overall rep average is indicated by the vertical people icon. Click into the specific rep to pull up the rep's Summary page.
The following widgets are available for the execs:
Coaching Meetings: number of coaching meetings with you as the coach.
Coaching Plans: number of coaching plans with you as the coach.
Listening Total: total number of calls listened to by you as the coach..
Listening Avg: average percentage of calls listened to by you as the coach.
Comments: number of comments left on calls by you as the coach.
Libraries: number of calls added to library by you as the coach.
Scoring: number of scorecards filled in by you as the coach.
Select the graph icon to access the trends over time. The graph selected below is the listening total trend over time. This identifies all the rep chosen's metrics 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, a manager is able to see that Spencer was improving in call performance before a coaching session on 5/28 and then saw an immediate dip in call efficiency. This is a good opportunity for the the manager to see why the rep's performance decreased after that coaching session.
Similar in view to the Your Coaching section, Self-Review indicates the rep's own evaluation and coaching activity. This is a good indication if the reps are utilizing the platform and looking to become a better performer.
Drill down to Listening Total, Listening Avg, Comments, Libraries and Scoring.
Peer Review indicates the rep's evaluation on other user's calls. This is a good indication if the reps are engaged and leading self-regulated discussions.
The format is the same as Self-Review, where you can drill down to Listening Total, Listening Avg, Comments, Libraries and Scoring.
Other Coaching indicates the level of coaching that is happening for the reps from other managers and coaches (not direct managers). This is a good indication if coaches or other executives are supplementing coaching that would normally be allocated to direct reports.
The format is the same as Your Coaching, where you can drill down to Coaching Meetings, Coaching Plans, Listening Total, Listening Avg, Comment, Libraries and Scoring.