Analyze team performance
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Analyze team performance


Article summary

The content provides insights on how to pinpoint what makes top sales representatives succeed by analyzing their performance data. It offers ways to improve performance by comparing with other team members, focusing on call and email interactions, responsiveness, and question rates. The data includes metrics such as call duration, talk ratio, longest monologue, interactivity score, patience, and question rate. It also delves into email responsiveness statistics, topics discussed in calls, trackers for specific words or phrases, scorecards for feedback, and monitoring Gong usage for coaching opportunities. The content emphasizes the importance of continuous improvement through data analysis and feedback.

Where to go: Insights > Team

Pinpoint what makes top reps succeed: Get an overview of what your reps are doing, which reps need coaching, what type of coaching they need, and what's making one rep more successful than another.

See areas where you can improve performance: See how you compare with other reps on your team, so you know where and how you can improve your performance.

Using data from analyzing thousands of calls and emails, we’ve identified behaviors that correlate with success. By applying our findings to your recorded calls, you can see where you're succeeding and where you can improve, and get recommendations for best practices. Leveraging the data here gives you insights including:

  • How much time you and your team are spending on calls

  • How you and your team are interacting with customers and prospects. For example, are you giving your customers the opportunity to express their pain points? Are you talking too much or not asking enough questions?

  • The rate and speed at which you and your team respond to emails

  • Which subjects come up in conversations, and how often

  • The feedback you and your team members are giving and receiving

Calculating the stats

Calculating the stats is as follows unless otherwise noted.

Stats are calculated for enabled team members’ recorded calls, based on the filters you select.

  • Which team you want to view stats for

  • Whether you want to view stats by team or individual

    For example, if the team you've selected includes managers, do you want to see the managers' team stats aggregated under the manager, or view each team member individually.

  • Whether you want to view calls the team member hosted or attended

    If you select Attended, the stat also includes calls that the team member hosted.

  • What type of calls you want to view, according to call category

    Call categories, set by your business admin, group calls into specific types of categories. For example, according to CRM opportunity stage.

  • Period of time

    Choose from set date ranges, or customize the date range.

Stats are updated twice a day. By default, the team average is displayed in the tab for each metric. As you drill down into individual team members, you'll see their stats.

The calculations for some stats, for example Interactivity, are based on all company participants in a call, and not calculated separately for each individual team member on the call. When there is more than one company participant in the call, Interactivity is the number of times the conversation switched between different sides in the call, and not between individual call participants. In these cases, each team member on the call gets the same statistic regardless of how much they spoke.

Stats calculated for all company participants on a call, and not per team member, are:

  • Interaction > Longest customer story

  • Interaction > Interactivity

  • Interaction > Question rate

  • Responsiveness > Fast team response

  • Responsiveness > Team response time

  • Responsiveness > Team response rate

View by team, view by team member

  1. Click Teams to open the Talk ratio panel and select the manager of the team you want insights into. In the tab at the top, see the average talk ratio for that entire team.

  2. In the chart, see the average talk ratio for all individuals on that team, across all relevant calls. You can also view individual team member stats by clicking Individuals at the top of the screen.

  3. If an individual on the team manages other people, you'll see a number beside their name.

    The number indicates how many people are on their team (including themselves) and the stat you see is the average for their team. Clicking on their name will open a new chart, with stats for all individuals on the team.

  4. Click on an individual's name to show their personal stats, along with a list of the relevant calls. Click on any call to open it in a new window.

Available for all supported languages

Call stats are available for calls in all supported languages, except for smart trackers which are only available in English. Keyword tracker stats are available in all supported languages.

Understanding the stats

Activity

A hybrid or remote work environment can affect team dynamics, since the atmosphere and buzz in the team can be missing. The Activity section lets you recreate some of this dynamic by leveraging stats on how much time and how many calls your reps are making, to motivate the team.

The stats are for recorded calls only, and include:

  • Call duration: Average amount of time spent on a call

  • Call volume (weekly): Average number of calls per week

  • Time spent on calls (weekly): Average number of hours each team member spends on calls per week

  • Total call volume: Average total number of calls each team member had in the selected period

  • Time spent on calls: Average total amount of time of time spent on calls during the selected period

Tip: For the stats on this page, you can choose to only view calls that the team member hosted, or calls that they attended. (If you choose attended, the stat includes calls that they hosted, too.)

Interaction

When interacting with prospects or customers, your team aims to discover the customer’s pain points so they can focus on showing how customers will benefit from your product. The metrics in this section give you an indication of how successfully your team is managing their conversations, and give you an idea of where they can improve. Included are recommendations for best practices.

Tip: When looking at interactivity, consider filtering calls according to the deal stage, as you may expect stats to change accordingly. For example, reps may talk more in a demo stage than in other stages.

Interactions monitored here include:

  • Talk ratio: Sales reps should aim to have an open conversation, where they provide information that is relevant and important to the customer. If reps talk too much, they may miss the customer’s pain points. If they don’t talk enough, they may not be presenting the most effective message for the customer. Our analysis revealed that the highest converting talk-to-listen ratio on B2B sales calls is about 43:57 (43% being the rep's side).

    Average talk ratio =  {Sum of percentage of time team member spoke} ÷ {Total number of team member’s calls}.

  • Longest monologue: Sales reps should stay on topic and present a clear and concise message. This gives the customer time to respond and express their pain points. We recommend that team members speak for no more than 2.30 minutes at a time.

    Average longest monologue =  {Sum of longest monologue in each call regardless of whether the team member is the host or participant} ÷ {Total number of team member’s calls}.

  • Longest customer story: It's important for sales reps to encourage customers to talk, so that the sales rep can pitch their sale at the specific problem the customer has. This can be done by asking open-ended questions and by delving into the customer’s experience. The longest customer story indicates whether the customer has had the opportunity to share their priorities and needs.

    Average longest customer story =  {Sum of longest customer monologue in each call} ÷ {Total number of team member’s calls}.

  • Interactivity score: Calls should be a conversation between the people on the call and not dominated by a single person. In addition to measuring how long each person spoke in a call, we found that conversations that regularly switch between the two parties have greater success.

    This metric shows how many times the conversation switched back and forth from company to external participants. Short interruptions such as “yes” or “right” are not counted as interactions. The recommended score is 5 or more.

    Interactivity is calculated as follows:

    1. Calculate the number of conversation switches in every 5-minute interval in the call. Each switch gets a score of 1. For example:

      Time in call

      Number of switches

      00:00 - 05:00

      4

      05:01 - 10:00

      2

    2. Interactivity = average number of switches during call. In this case: (4+2)/2 = 3. We cap the score at 10.

  • Patience: Waiting after the customer finishes talking before speaking can have many benefits. It's courteous, helps the customer feel respected, and can encourage the customer to share more information. Also, if you pause for a moment when you think the customer has finished talking, you're less likely to interrupt them if they haven’t finished. 

    Patience = median transition pause value in each call ÷ total number of calls

    Call 1

    Call 2

    Transition pauses

    0.2 sec, 0.6 sec, 1.5 sec, 0.8 sec, 0.5 sec

    1.3 sec, 0.7 sec, 0.4 sec, 1.9 sec, 0.3 sec

    Median value

    0.6 sec

    0.7 sec

    Patience: (0.6+0.7)/2= 0.65

    We recommend waiting between 0.6 and 1 second before talking after the customer has finished speaking.

  • Question rate: Asking questions is a crucial aspect of any conversation. Reps who ask a lot of discovery questions get a clear picture of their customer’s needs, so they can best present how your product helps them. 

    Question rate is the average number of questions asked by the team member during a one-hour conversation. It is calculated as follows:

    1. Calculate the question rate for each of the team member's calls: normalize the question rate for each call to 1 hour. For example, for a 20-minute call in which 5 questions were asked, the calculation is (5/20)*60=15 (15 questions per hour).

    2. Calculate the average question rate of all team members calls based on the question rate.

    It's recommended to ask 18 or more questions per hour.

Note: For all the stats on this page, you can choose to only view calls that the team member hosted, or calls that they attended. (If you choose attended, the stat includes calls that the team member hosted, too).

Responsiveness

Responsiveness stats give you insights into how quickly your team responds to emails. Our metrics show that there is a correlation between optimal email response rates and win rates. We found that win rates improve further when you respond in less than 24 hours. Your teams should aim for a high response rate, replying to a high number of emails, and a low response time, showing the response was quick.

Drill down into each team member’s statistics to see individual data for each metric.

Which emails are included in the statistics?

The responsiveness statistics are calculated on emails that are sent or received from customers in your CRM. These can be leads or contacts. Internal company emails are not included. 

The Email responsiveness statistics include:

  • Fast team response: Shows the percentage of emails that were responded to within 24 hours.

  • Team response time: Shows the average time the team member takes to respond to an email. Emails responded to after 7 days are not included in the calculation.

  • Team response rate: Shows the percentage of emails that were responded to within 7 days.

In addition, the calculation is based on emails that are identified as requiring a response. Emails that don’t require a response, such as meeting confirmations, auto replies, and thank you emails are excluded from the calculation.

The Fast team response and Team response rate metrics are calculated based on the number of emails that required a response, that you have or haven’t responded to in the last 7 days. If you respond to an email more than 7 days after it was received, it is considered to be an email that wasn’t responded to. 

The Team response time metric is calculated for emails that you responded to within 7 days of receiving the email. Therefore, the number of emails the Team response time metric is based on may be different than the number of emails the Fast team response and Team response rate metrics are calculated for. 

The table below shows which emails these calculations are based on:

An email requiring a response was

Included in Team response rate

Included in Team response time

Included in Fast team response

responded to within 3 hours

Yes

Yes

Yes

responded to within 3 days

Yes

Yes

Yes

responded to within 9 days

Yes

No

Yes

not responded to

Yes

No

Yes

Email calculation based on

4 emails

2

4

Also, when emails have multiple recipients, the metric is updated for all team members when one person responds, as described in the table below:

Email

Emails requiring response

Actual responses in one week

Response rate

Response time

Fast response <24h

An email was sent by a prospect to John and Susan. John responded to the email within 5 days

John: 1

Susan: 1

John: 1

Susan: 0

John: 100%

Susan: 100%

John: 5d

Susan: 5d

John: 0%

Susan: 0%

10 emails were sent to John and Susan. John responded to 3 emails within 5 hours and Susan responded to 2 emails within 6 days. 5 emails were not replied to within a week.

John: 10

Susan: 10

John: 3

Susan: 2

John: 50%

Susan: 50%

John: (3*5+2*(6*24))/5=2.4d

Susan: (3*5+2*(6*24))/5=2.4d

John: 3/10 30%

Susan: 3/10 30%

Topics

Gong analyzes calls to identify topics that come up and how long they are discussed. You can compare which topics different reps focus on and how long they talk about them for. Calls are analyzed according to topic models which are set up by your business admin and only those topics in the topic model are analyzed.

Note: Topics are only calculated for calls the team member hosted.

A topic must come up in at least 4 calls to be counted. Topics that come up in fewer calls have a value of N/A.

Topic duration and individual stats

The Duration tab displays the average amount of time each topic is discussed by the team. Click on a specific topic to see the breakdown of how long each team member discusses the topic on average.

  • The average duration for the team is calculated by adding the duration a topic was discussed across all team calls, divided by the number of team calls.

  • The average duration for each team member is calculated by adding the duration a topic was discussed by the team member, divided by the number of their calls.

To see stats for all team members, including the manager, click the Individuals tab at the top of the page. To see stats for individuals, hover over the manager's statistics and click Team.png.

See details for individual team members by hovering over their name in the right pane and click openIndividualDetalsIcon.png.

This opens a screen where you see how each rep covers all the topics in the topic model, and which topics they are discussing more or less than the team average.

Trackers

Trackers identify when specific words or phrases come up in conversations. Use the Trackers tab in the Team page to see the exact words and phrases your reps or customers use in conversations, or how they respond to objections and questions. This gives insight as to what succeeds when selling your product, which you can then use for coaching. For more details on trackers Trackers: Overview.

Trackers can be limited to finding terms said by specific people in a call, such as terms said by the company or customers. This page lists all trackers defined in your system, and will be included in the team member’s statistics regardless of who in the call said the tracker terms.

Note: Tracker mentions are only calculated for calls that the team member hosted.

In the Trackers tab, you can see the percentage of calls in which each tracker was mentioned.

In the Team view:

  • Smart Trackers are displayed with a smartTrackerIcon.png . For details on Smart Trackers, see Create smart trackers.

  • Click a tracker on the left to see the percentage of calls the tracker came up in for each team member. 

  • In the right pane, click openIndividualDetalsIcon.png on a team member to see individual tracker mentions.

For individual team member details:

  • The left pane shows the percentage of calls each tracker was mentioned in.

  • In the graph, see the trend of how often the team member mentioned tracker terms (in purple), compared with the team average (blue). 

  • Below the graph are snippets from the last 10 calls in which tracker terms were mentioned. If tracker terms were mentioned more than once in a call, click View x more to see all the mentions.

  • At the bottom, see a timeline with markers showing when in the conversation tracker terms were mentioned.

Scorecards

Scorecards are a great tool for giving structured feedback on calls, and for tracking improvements over time. As a manager you’ll want to make sure your reps get regular feedback on their calls. 

Use the Scorecards tab to see how each scorecard is being scored for your team. 

The tab is divided into two panes: 

  • In the left pane, select a scorecard and see the scorecard questions. 

  • In the right pane, click a question to see details per team member. Then click the team member to drill down into scores for that member.

Gong usage

Reps who make the most out of Gong’s features continuously have coaching opportunities and the ability to get insights so that they can constantly improve their calls. In the Gong Usage tab, follow up on how your team is using Gong and see how your top reps use Gong to improve their performance. 

Click a tab to view the statistics for individual team members as a bar graph. You can also click an individual's name to drill down further.

We monitor the following team activities:

  • Calls listened to: The number of calls the team member listened to. Listening to a call you hosted gives you an opportunity to fine tune and improve your messages, while also seeing what worked well  that you can repeat in other calls. Listening to other reps’ calls lets you hear how they present and promote your products’ different features, or how they move a deal forward.

    Calls are marked as listened to as soon as the call begins to play. If you listen to the same call multiple times, it is only counted once in the total number of calls listened to.

    Note: We tally calls separately each week, so if you listened to the same call once last week and once this week, it will be counted in the tally of calls listened to for each of those weeks. However, in the sum of calls listened to during a specified period, it will only be counted once.

    Note: We tally calls separately each week, so if you listened to a call once two weeks ago, and once last week, it will be counted in the tally of calls listened to for each of those weeks. In the sum of calls listened to during the entire period, it will only be counted once.

  • Calls with feedback: The number of calls the team member gave feedback on. By giving feedback, your team members are helping others improve, as well as giving positive feedback on messages that worked well, so that the rep will continue with those messages. For details of what counts as feedback, see What counts as feedback.

  • Calls with comments: The number of calls the team member added comments to. Comments can be useful in different ways, such as, bookmarking a part of a conversation they want to listen to again, clarifying something with another team member, or noting something as a feature request. Comments made by team members on calls they hosted are included in call stats.

  • Calls with scorecards: The number of calls the team member filled out a scorecard for. Scorecards are useful for giving structured coaching since by answering guided questions, you focus feedback on specific rep behaviors. As calls are scored, you can see the rep’s improvements over time.

  • Marked as feedback: The number of calls the team member manually marked as 'feedback given offline'. Sometimes feedback happens in real life, and not digitally. In this case your team members can mark that they gave feedback offline.

Coaching received

Managers should be aiming to give regular feedback to their team members. There may be certain team members that need extra coaching. Monitor how much coaching each of your team members is getting in the Coaching Received tab, so you can make sure you don’t miss anyone or focus too much on a specific person. 

Coaching received includes the following stats:

  • Feedback Received: The number of calls the team member received feedback on. Note: Not all comments on calls are counted as feedback. Learn about types of feedback.

  • Comments Received: The number of calls the team member received comments on. Comments made by team members on calls they hosted are not counted as comments received

  • Scorecards Received: The number of calls the team member received a scorecard for.

  • Manually Received Feedback: The number of the team member's calls where feedback was given offline and not through Gong


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