In Gong, we've worked with clients to understand how you coach, and how we can best serve your needs for tracking coaching. Through this research, we identified different types of feedback and how they're given, and mapped these to Gong in the following ways:
Feedback is often part of a digital conversation on a call. We count comments between reps and their manager as feedback.
A feedback request is:
Managers receive feedback requests in their homepage To Do list.
Managers give their reps feedback through comments by commenting on a call owned by the rep, or by tagging the rep in any comment on any call. The comment can be a reply to a comment the manager was tagged in, or any comment elsewhere in the call. .
If more than one rep is in the call, the manager must tag the relevant rep in the comment for it to be counted as "feedback given".
When anyone fills a scorecard on a call, this is counted as feedback given.
Go here to get the full story on setting up scorecards.
We're sure you talk to your reps regularly, whether in a structured 1:1 meeting, or over the water cooler. After you've had some actual, physical, human interaction, and chatted with your rep about a client deal, you may consider this as having given your rep feedback. Back in Gong, you can tie this to a call by marking the call as 'feedback given' - here's how.