Coaching Plans can be broken down into four sections:
- Coaching Plan View
- Skills Progress
- Edit Plans
- Active Plans
- Coaching the Rep
- Reschedule and Reminders
Coaching Plan View
Coaching sessions are one-on-ones between the manager and the rep to review calls showcasing a pre-identified skill. Managers coaching multiple teams will have the option to select a specific team in the dropdown. Toggle on Selected Team Only to only show that team's active coaching plans.
The navigation bar within this dashboard provides the following information for both managers and coaches:
Rep: the name of the rep with a Coaching Plan
Skill: the skill the plan is focused on
Since Plan Start: progress in skill since Coaching Plan started
Plan Progress: How many sessions completed to date
Coach: the manager or admin who is coaching the rep on this specific skill
Next Review: the next scheduled review session
The message, “You have no reps with active coaching plans yet” will appear if there aren't any active plans with the reps.
Click the Rep's name to access the rep's Summary page.
The Coaching tab within the rep's dashboard shows the rep's progress in coaching plans based off the specified date range in the drop-down menu.
Each circle hotspot represents a coaching session. Hover over the dot to see the date of the score, the average score and the number of scores contributing to the average.
The default view shows skills scored by the rep's manager. If the manager hasn't scored the call, the rep's view will show All Scores in the drop-down.
The table below lists all coaching plans for the rep for the prior 12 months.
Access the details of the coaching plan by selecting the specific skill above the line graph or by clicking View Plan in the historic plan table.
Click the gear icon to either edit or end an existing coaching plan.
The following sections can be edited within the coaching plan wizard:
- Meeting Type
- Review Meeting Agenda
- Review Preparation.
Recipient, Coach and Content can't be edited. Toggle to the 9th step, Review Preparation, to save your work.
Access reviews under Plan Progress under Upcoming Reviews.
Click on the drop down to access completed plans (meetings or ad-hoc). Ongoing coaching plans between this rep and coach will also be available in this drop down.
Once you've selected a Coaching Plan, a chart shows the goal set by the rep and coach. Goals are set based off of the score for that skill in scorecards. Over time these reviews get measured against the progress trajectory (dotted line) established for that specific skill.
In the below example, the goal that the coach and rep established for “Buying Process” was 36%. In the month of June, Alon saw a slight dip in performance but eventually met the goal in the initial plan. This chart shows that Alon has made progress in this skill, but still needs to maintain consistent progress over time.
Reps and Coaches have access to historic coaching sessions. Click on the tabs to select the specific review. The list of calls selected for each review session will be specified below. The scores of specified skills for each call are present in the right hand column.
In the chart, each vertical bar is a session, the orange bar is the one currently being viewed. The grey shaded polygon behind the bars represents other scorecards that are being completed for the rep's calls.
Coaches can edit their own meetings by selecting Edit Review under the finished review. Both scores, comments and general comments can be adjusted.
Coaching the Rep
Any active coaching agendas will be present in the right-hand side of every tab except for the Summary page. Select Open Smart Assistant to finish the requirements before the coaching meeting.
These requirements are set by the coach in the review preparation step when setting up a coaching plan.
Managers can activate Smart Assistant under Dashboards > Summary > Coaching Meetings > Pending Your Action. See the outstanding actions needed under each column.
Sessions in the Upcoming (Ready) column have completed all requirements from both the coach and the recipient and are ready for the meeting. Click on Start Coaching Meeting to begin the meeting.
The meeting session encompass coaching meeting types and/or default coaching meetings.
Coaching Meeting Types
Executives (admins) set up coaching meeting types in the Settings tab. If Include call review in coaching meetings of this type is not selected, then only the coaching meeting type questions will appear in the review. Coaching meeting types are designed for coaching sessions that are not related to call coaching.
Calls for Review are calls that the coach and rep have contributed for the default coaching meeting. Both the rep and the coach listen and score the skill that is being coached in this Coaching Plan.
Click on the call link to play and annotate the call within the Call Card. Remove calls from this coaching meeting by clicking the stop sign. Select the floppy disk icon to save this call for the next coaching meeting.
General Comments can be left on any coaching meeting. This is a great way to note general feedback, next steps, or resources reps can check out before the next meeting.
Select Finish Review to save your work.
Reschedule and Reminders
Meeting occurrences can be rescheduled. Hover over the specific meeting and select the gear icon.
A rescheduler pop-up allows you to change the Scheduling, Meeting Type or Coach. Click Done when complete.
An email will be sent to the coach and recipient about the changed schedule. The subject line of the invite will say "RESCHEDULE" for both gmail and outlook users.
Send reminders to users to ensure they complete the required actions before the next coaching meeting. Clicking Send Reminder will trigger an email reminder to the recipient's inbox.
Automatic reminders are sent one day before the scheduled meeting.