Check out ExecVision's Quarterly Best Practice series. Watch as we break down Scorecards for data-driven call coaching with SmartRecruiters' Chris Bryson

1. Best Practice Webinar Series -
Data-Driven Call Coaching

2. Ghizlaine Mallek
Director of Customer Success,
ExecVision
@ExecVision_io @cbryso / @smartrecruiters
Your Guides
Chris Bryson
Head of Sales Development,
SmartRecruiters

3. Today’s Focus
● What is a Scorecard?
● How to Create Scorecards
● How to Use Scorecards
● SmartRecruiters’ Story
● Q&A

4. What is a Scorecard?
A method to grade the overall
performance of any call
• Checklist of key aspects
• Generates a numerical score
• Exposes where gaps in skill
performance exist
• Encourages alignment on key elements
of an ideal call

6. Creating a Scorecard
What are the easiest behavior
changes that have the greatest
impact on revenue?
• Management to align on key call types
and elements within each call type
• Select 5 – 10 elements per grader
• Draft questions in an easy-to-
understand manner

7. “Someone in the Philippines who knows
nothing about your business should be
able to listen to a call and answer the
questions just like you would.”
- Steve Richard, CRO, ExecVision

8. Using Scorecards
Peer-to-Peer Coaching
During 1:1s
New Hire Onboarding
Managerial Calibration

9. Peer-to-Peer Coaching
• Identify tenured reps that consistently
receive high scores
• Offer them a “mentor” role internally that
ties to promotion track
• Mentor is paired with a ramping mentee
• Mentee to submit calls to mentor on
consistent frequency
• Manager to spot check mentor-coached
calls to ensure alignment is maintained

10. Scorecards in 1:1s
• Rep to select call(s) prior to 1:1 and
score themselves in advance
• During 1:1, manager to play the call
while scoring the call
• Review where gaps exist between rep
score and manager score
1. Observe - describe what you heard
2. Describe – describe ideal behavior
3. Prescribe – develop game plan to
close gaps for one skill

12. New Hires & Scorecards
• During onboarding, reps to record mock
calls / role plays
• Manager or trainer to score the mock
calls in a group setting
• Reps with high scores to becomes
“certified” to sell or receive a prize

13. Managerial Calibration
Is management aligned on what
“good” sounds like?
• Team leads to bring 1 call / team to
management meeting
• Call played out loud as each manager
scores the call on their own
• Scores across managers are compared
and gaps are discussed

15. Step 1: Set Up Robust Call Reporting
Step 2: Diagnose the Problem
Step 3: Create a Training Framework That
Addresses Skill Gaps
Vision of Success

16. Talk to the Team
• Schedule meeting
• Review reports with reps
• What do they think is wrong?
Training Framework

17. Host a Presentation
• Have a sales manager
present a skill or new tactic
that we want the team to try
based on the data collected
Training Framework

18. Team Q&A
• Discuss the content as a team
• Opportunity for reps to ask questions and suggest tactical
changes to scorecard / call workflow
Training Framework

19. Homework = Accountability
• Assign homework after rolling
out a skill(s) training / scorecard
1. Practice new tactic
2. Listen to call recordings
3. Grade self/peer calls
Training Framework

20. Manager Review and 1:1
• Manager reviews and discusses
the call performance during 1:1
• Rep/Manager listen to the same
call and provide feedback
Training Framework

21. QUESTIONS?