FAQs for Whisper

For meaningful recommendations, select team members who play similar roles on your team, work on similar types of opportunities and follow the same sales process. The more team members you include, the easier it is for Whisper to identify significant differences, between top performers and the rest, while disregarding individual nuances or subtleties.

The same with calls. More calls mean better recommendations. However, we recommend trying Whisper even if your team has only a few calls. While you’ll probably get fewer recommendations, the ones provided should still highlight meaningful and actionable differences. As your team handles more calls, come back and run the analysis again to see Whisper’s updated recommendations

Select the period in which the majority of the team members you selected worked and had calls. For example, if most of your team members have only worked together for a quarter, don’t select a period longer than that.

Team members without sales before the selected analysis period are considered new hires. When you include new hires in the analysis, they are ranked based on their prorated sales during the analysis period. When you select the option to analyze new hires, their behavior is included in the analysis.

When you select not to analyze new hires, only the behavior of team members who had sales before the analysis period affect the recommendations. Nevertheless, new hires may still receive individual recommendations based on that analysis.

You can select any numeric field from the CRM Opportunity Object. Choose the field that is meaningful to your team and organization. If you don’t see all the fields you’re looking for, ask your Gong admin to enable them.

Team recommendations are given based on insights Whisper found when analyzing the entire team and comparing how top performers and other team members handle calls. Team recommendations don’t apply to everyone on the team; top performers and those near the top, for example, won’t need these specific recommendations. Team recommendations are determined by evaluating all the team members chosen for the analysis; they apply primarily to middle and bottom performers.

Individual recommendations are a subset of team recommendations containing recommendations for a specific team member. For each individual, Whisper highlights areas in which this team member differs most from the team’s top performers.

Note:

If you choose to disable team recommendations, individual recommendations are also disabled.

Choose calls that are relevant to the team members you selected and reflect a meaningful opportunity-stage for your organization. Selecting a coherent set of calls, in terms of size, type, and stage of opportunity should result in more meaningful and actionable recommendations

The analysis criteria include default filters targeting calls that lasted longer than 10 minutes, from the opportunity-stage that has the most calls based on the other analysis criteria. Click Edit to add, remove or edit filters.

In Salesforce, add a custom field and set it to "1" for all opportunities. When defining the analysis report, in the CRM > Opportunity filters area, use the custom field to filter the calls. It will count the total number of closed opportunities.

Currently, Whisper for topics only gives coaching recommendations for calls in English.

Gong coaches for:

• Talk ratio (percentage of call in which team member spoke)

• Longest monologue (duration of longest team member speech)

• Longest customer story (duration of the longest customer-talking segment, including short team member interruptions)

• Interactivity (how often did the conversation switch back and forth from team member to customer)

• Patience (how long does the team member wait after the customer completes talking before taking over)

• Questions (how often does the team member ask questions)

Gong best practices are based on an analysis of hundreds of thousands of calls across multiple businesses and are published regularly in Gong Labs studies.

Gong provides guidance in emails sent after the call is complete, on the call page and in the Stats area, at an individual and group level.

Yes, you can change the criteria that determine which calls are analyzed and select only calls by specific teams or people.

Yes, you can change the criteria that determine which calls are analyzed and filter calls based on CRM fields or other properties of the call like duration or topic.

The best practices set up in Gong are based on industry research across multiple companies. Future versions may allow you to tailor the best practices to your business.

Gong should provide the feedback instantaneously. If there is a delay, check your Whisper settings for Interaction stats and make sure there are no filters applied preventing the information from displaying properly.