Where to go: Insights > Team
As a manager, it’s challenging to know exactly what your reps are doing, which reps need coaching, what coaching they need, and what makes one rep more successful than another.
As a sales rep, you may want to know where you can improve your performance and how you compare to other reps in your company.
Using data from analyzing thousands of calls and emails, we’ve identified behavior during calls that correlates to success. We apply our findings to your calls, show where your team is succeeding, where you can improve, and provide recommendations for best practices.
By leveraging data in the Team page, you can get insights into the following:
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The amount of time you or your team spends on calls, the number of calls attended per week.
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The ways you or your team interact with customers and prospects, such as whether they give customers the opportunity to express their pain points or if they talk too much or too little.
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The rate and speed at which the team responds to emails.
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The subjects that come up in conversations, using smart trackers, topics, and keyword trackers.
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The feedback you or your team members are giving and receiving.
Before we get into understanding the different stats and insights available, let's understand how the numbers are calculated. These calculations apply to all the stats below, except when noted otherwise.
Stats are calculated for individual team members based on the filters selected. The team average is displayed in the tab for each stat.
Most stats are the average value of that stat for all calls the team member was in. For example, to calculate talk ratio, we:
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Calculate the rep’s talk ratio for each individual call
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Calculate the average talk ratio for the entire team member
Some stats, for example interactivity, are calculated based on all company participants, 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 participants and not per team member are:
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Interaction > Longest customer story
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Interaction > Interactivity
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Interaction > Question rate
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Responsiveness > Fast team response
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Responsiveness > Team response time
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Responsiveness > Team response rate
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.
Tip
Toggle Include all call data to see the difference between team members' stats when they host or attend a call. By default, we show stats for calls attended and hosted.
The stats include:
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Call duration: Average length of each team member’s calls
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Weekly call volume: Average number of calls per week, per team member
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Total weekly call duration: Average number of hours each team member spends on calls per week
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Total call volume: Total number of calls each team member had in the selected period
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Total call duration: Total number of hours each team member spent on calls in the selected period
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Calls attended: Number of calls the team member attended as a participant. This stat does not include the number of calls they hosted.
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
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When looking at your team’s 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 than in other conversations.
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Toggle Include all call data to see the difference between team member's stats when they host or attend a call. By default, we show stats for calls attended and hosted.
The interactions we monitor are:
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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 able to present 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}.
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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}.
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Longest customer story: It is 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}.
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Interactivity: 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:
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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
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Interactivity = average number of switches during call. In this case: (4+2)/2 = 3. We cap the score at 10.
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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.
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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:
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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).
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Calculate the average question rate of all team members calls based on the question rate.
It is recommended to ask 18 or more questions per hour.
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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.
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:
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Fast team response: Shows the percentage of emails that were responded to within 24 hours.
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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.
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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 seven 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 describes a scenario that shows the difference in the number of emails these metrics are based on:
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If you received an email that requires a response and |
Included in Team response rate calculation? |
Included in Team response time calculation? |
Included in Fast team response calculation? |
|---|---|---|---|
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it was responded to 3 hours later |
Yes |
Yes |
Yes |
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it was responded to 3 days later |
Yes |
Yes |
Yes |
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it was responded to 9 days later |
Yes |
No |
Yes |
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it was not responded to |
Yes |
No |
Yes |
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Number of emails calculation is based on |
4 |
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:
|
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Emails requiring response |
Actual responses in one week |
Response rate |
Response time |
Fast response <24h |
|---|---|---|---|---|---|
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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% |
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10 emails were sent to John and Susan. John responded to 3 emails within 5 hours and Susan answered 2 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% |
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
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Topics are only calculated for calls the team member hosted.
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A topic must come up in at least four calls. Topics that come up in less than four calls have a value of N/A.
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.
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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.
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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 details for individual team member stats,, hover over their statistics in the right pane and click .
In the individual team members page, you’ll 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.
In addition to knowing how long your reps talk about a topic, you can benefit from knowing when they steer the conversation towards a specific topic. Your top reps may consistently talk about pricing immediately after another topic such as ROI calculations. Perhaps there are topics that are best left to the end of a conversation. Use the Timing tab to see at what point in a conversation your top reps talk about each topic.
The top half of the pane shows the various topics and where, on average, each topic appears in a call. By default, the topic is the one you selected on the Duration page and is represented by the dark circle. Hover over it to see the exact timestamp. The average timestamp location is calculated by the point-in-time a specific topic was discussed in a call, divided by the number of team calls.
The bottom half shows the average timestamp for each team member on the selected topic. The average timestamp is calculated by the point-in-time a specific topic was discussed in a call, divided by the number of calls.
To change the topic, click within Topic zoom-in and select the topic.
Click a team member to see their individual timing stats. The green circle represents the time in the conversation the topic typically comes up, with the gray circle being the team average.
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
Trackers are calculated for calls the team member hosted only.
In the Trackers tab, you can see the percentage of calls that each tracker was mentioned in.
In the Team view:
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Smart Trackers are displayed with a
. For details on Smart Trackers, see Create smart trackers.
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Click a tracker on the left to see the percentage of calls the tracker came up in for each team member.
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In the right pane, click
on a team member to see individual tracker use details.
For individual team member details:
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The left pane shows the percentages of calls each tracker was mentioned in.
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In the graph, see the trend of how often the team member is mentioning the tracker term and compare this with the team average.
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Below the graph are snippets from the last 10 calls that used that tracker. If a tracker was used more than once, click View x more to see the remaining snippets.
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At the bottom you can see a timeline with markers showing where in the conversation the tracker was used.
Scorecards can be filled in by anyone who wants to give feedback to a call owner. They are a useful way for a manager to give constructive feedback on different aspects of a call, as well as provide an overall impression of how well the rep managed the call. 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:
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In the left pane, select a scorecard and see the scorecard questions.
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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.
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 utilize the different features 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:
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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 counted as though you listened to it once.
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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.
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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.
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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.
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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.
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:
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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.
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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
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Scorecards Received: The number of calls the team member received a scorecard for.
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Manually Received Feedback: The number of the team member's calls where feedback was given offline and not through Gong
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