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Best practices: Coaching individual reps

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Naomi Papoushado
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Gong provides a great deal of visibility for managers and coaches to all calls recorded and analyzed for their teams, allowing them to provide coaching and guidance for their teams without requiring them to be present on every single call.

Gong also allows the user and the manager/coach to review calls together without relying on their perception or memory. They can also use data related to call dynamics (talk time, interactivity) and content (topics, trackers) to focus on specific aspects of each call the require coaching.

Send calls for review and review them on a regular basis

Gong allows users to ask their managers to provide them with feedback and guidance on any call. Managers get notified of coaching requests and can see the queue of calls waiting for their coaching in Gong.

Tip

Ask users to send at least one call for review (good or bad) a few days before their meeting with their manager or coach.

Managers/coaches should review these calls in advance and discuss their feedback with the user during the meeting.

Use the library to curate calls corresponding to skills

Create folders in the Gong library corresponding to skills and common areas for improvement in your team. Curate relevant call samples in the library and add comments guiding users to the key takeaways that will allow them to improve their skills based on the call.

Use Gong filters to receive alerts on calls that may require coaching.

Gong allows you to define granular filters to find calls that match certain criteria spanning call content (keywords, trackers, topics), call dynamics (talk time, longest monologue), Salesforce.com data and more.

Save useful searches and get notified on calls matching those criteria. For example:

  • Include in my daily digest all calls where sales talked for over 65% of the time and talked for over 5 minutes without pausing to let the customer speak.

  • Include in my weekly digest all discovery and demo calls where no next steps were discussed.

Use Gong Stats to track user performance over time

Gong Stats allows you to track and compare frequently-used KPIs for each user within the team. Stats allow tracking metrics such as talk time, longest monologue, number of calls per week, and more. Stats also allows you to see whether coaching impacts a specific metric over time.