Where to go: Coaching > Manage Scorecards
Who can do this:
Scorecards provide managers, enablement and reps the ability to rate and give feedback on a specific call. This structured approach to gathering feedback encourages consistency in review criteria, and produces data that teams can use to better coach and uplevel their people.
Scorecards consist of a number of criteria, each component tailored to your specific use case. The score helps distinguish between successful calls and calls needing improvement. In addition, questions focusing on different aspects of the call provide clear, detailed feedback.
You can assign multiple scorecards to a single call.
Structured feedback is an important method to deliver coaching to team members. Scorecards allow managers and enablement to hone in on explicit coaching opportunities and then ensure that others on the team can learn from the best examples.
Sales leaders, managers, and enablement pros have limited visibility into:
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Whether or not coaching is taking place
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Whether or not the reps are putting that coaching into practice
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Whether or not the coaching is having an impact on rep performance
Gong helps identify areas where reps need coaching and offers several ways to provide feedback (unstructured feedback and structured) through scorecards and stats for scorecards.
Note
For a workflow recipe on improving message delivery using scorecards, see: Tracking the performance and adoption of strategic initiatives
Scorecards can kickstart team growth from as early as new hire onboarding and can then be used strategically throughout the rep’s lifetime to help build a coaching culture within your organization.
First identify specific areas in your rep’s lifecycle where there are likely coaching opportunities.
Some examples might be:
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Onboarding (product pitch, competitor differentiation, demo certification)
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Cold calls (SDRs)
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Product demos
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Kickoff calls (CSM)
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Discovery calls
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QBRs
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Key company initiatives (product rollouts, new talk tracks, sales methodology rollout)
Looking for some inspiration? Here are a few examples of potential scorecards:
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Coaching opportunities |
Potential scorecard questions |
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SDR: Outbound |
Curious to know what goes into mastering a cold call? Gong Labs data helps inform effective cold call tips & techniques. |
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CSM: Kickoff Call |
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AE: Discovery Call |
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AE: Product demo |
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Initiative: Cross-sell/Upsell conversation |
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Note
You must be a Business Admin in order to create a scorecard. By default, any scorecard you create will appear for all calls, unless you set filters to define which team members can use it (as shown in the video below).
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Go to Coaching > Manage Scorecards.
The default scorecard templates, as well as any scorecards you created, are listed on the left.
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At the top of the list click ADD A SCORECARD.
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Enter the scorecard’s name and click ENTER.
The scorecard is inserted in the list alphabetically.
By default, new scorecards are disabled, and set to appear for all calls. Apply filters to the scorecard to select what calls it's available for. For example, to set up a scorecard for discovery calls, you'll probably want to filter for your sales team and deals in the discovery stage.
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Click Change > at the top of the scorecard.
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Filter for calls that match your type of scorecard. For more info on filtering, go here.
Not sure what other filters to use? Here are some ideas:
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If your company uses structured call titles, you can filter by call title under Basic Details.
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If you’re scoring SDR calls, but want to focus on the calls that connected, consider using the Call Duration filter to hone in on longer calls only.
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If you are focused on scoring calls tied to specific stages, use the CRM filtering to restrict Discovery scorecards to only calls during that stage.
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Click ADD QUESTION to add questions to your scorecard:
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For each question, type in the question itself, and select the question type from the drop-down list: Open-ended question, Yes/No question, Range, Multi-select and Single-select.
Note
You can select the type of score that can be given for every question you create. The overall question "How would you rate this call" is scored by 1-5 stars, and this cannot be changed. This question is part of every scorecard by default, but can be removed.
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If choosing Range, set the numerical range, from 0 to 50, you want to use for this question.
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Click Save Changes to save the question.
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Drag the questions to reorder them.
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Click PUBLISH SCORECARD to save your changes, and then toggle the Disabled toggle to ON to enable the scorecard to be used.
Make a scorecard private so just the host and the call participant can see it on the call page. Private scorecards can be pushed to the Gong API, and can be downloaded as a CSV.
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Private scorecard scores are visible in coaching stats.
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Private scorecard scores are hidden on the Calls and Calls page, but there is still an indication that a scorecard exists.
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Private scorecards are aggregated in the Insights section but are more difficult to find, so leadership can still view the metrics.
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Click Public, and choose the Only me option to withhold releasing a scorecard until you are ready to share it. Keep it hidden from everyone until you decide to change the status.
Looking for calls in which a specific score was given or a specific scorecard was used? You can do this from Conversations > Search. You have two filters that enable you to search according to scorecards: Overall call score and Scorecard name. If you don't see these filters on the left side of your search screen, click + Add filters and search for them in the filter selection screen.
Scorecard rollout is important for adoption. Here are some tips for making it seamless:
This is the building stage.
While you can create and use multiple scorecards for various teams, we recommend that you start with just one or two, roll it out, and see if that process works.
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Identify what you’re hoping to improve
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For example, is discovery the biggest challenge in your sales cycle or is it objection handling?
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Think through what an ideal call sounds like and break it down into questions. This will help the scorers understand what they need to listen for.
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For example, “Did the rep get buy-in on the agenda?”, “Did the discovery feel natural?”, “Did the rep go through levels 1-3 of the pain funnel?”
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This is the internal team enablement stage.
Once you’ve created and published the scorecard, review expectations with those responsible for scoring. Think about what works best for your team.
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If managers are overwhelmed, perhaps a peer-to-peer coaching plan will be best.
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Alternatively if you have an enablement team, they may be the best scorers for “certifications” and onboarding tasks.
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Put KPIs in place to set short-term goals. For example, start with having managers score 1 call per rep per month.
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Click the Scored User column to specify whether to score the host of the call or another attendee, for example an SE or an AE if the SDR is the host). This will be a different individual if the person filling out the scorecard scored another attendee outside the host, but it will be the same individual if they scored the host.
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Teach them how to score a call
Make sure your scorers understand what the score means.
Scoring is only effective if your team is aligned on what each of your answer values mean.
Example:
Let's say you choose a range of 1-5. The numbers indicate what “needs improvement” to what “great” looks like on a 1-5 scale. Perfect calls are rare but strive for 5 in each key area.
Did the rep set a clear agenda upfront/ state why they were calling?
1 - No reason for why they are calling
3 - Mention of call intention (But didn't provide full context or expectations of where it’s going)
5 - Purpose, duration and potential outcomes mentioned. Rep took control of the conversation.
Scoring flow walkthrough:
What does scoring a call actually look like?
This is the, “what can we learn from the scoring data”, stage
The last phase of the scorecard workflow involves leveraging scored calls and monitoring progress.
In the Search page, find out what “good” sounds like by filtering for high-scoring calls.
Note
Some of the media included in this section are taken from earlier iterations of Gong. Today, "CALLS" is now called Conversations and "STATS" is now called INSIGHTS,.
Video flow here:
Go to Conversations > Team > Scorecards to gather high-level insights around scorecard performance.
Answer questions like:
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Which reps are struggling?
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Which teams are performing at a higher level when it comes to certifications?
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Which teams/reps are adopting our new sales methodology?
Video flow here:
Tip
If certain reps are struggling and do not get a “passing” score, encourage them to look at Insights, or use the Search page, to find peer calls they can listen to in order to understand what a great call sounds like.
Leverage our API to push stats for scorecard results out of Gong. Documentation can be found here.
You can download scorecard scores as a CSV file that includes all of that scorecard's results for all team members, even if the scorecard is private.
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To download results, go to Coaching > Manage Scorecards, and locate the scorecard in the left panel.
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Double-click on the scorecard to open it in the right panel, and click Get results (CSV) at the top of the page.
After confirmation, a spreadsheet is downloaded to your computer.
To rename, remove, or duplicate a scorecard, locate the scorecard in the left panel, click the action menu beside the scorecard name and choose what you want to do.
For a winning recipe that includes using scorecards to improve how your team delivers messaging, see: Tracking the adoption and performance of strategic initiatives
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