Tracking if Reps follow a Specific Process during Calls

Hi @Cierra Steiner  and thanks for the tag @Molly Kipnis - I’ve got a couple of ideas based on some of the things we currently use to address these questions:

1.  Trackers, trackers, trackers - take the time to identify with your sales team the key words (said internally, and also by customers/prospects) that would lead you to certain parts of the conversation to see if your sales methodology is being followed correctly.
2. Live streams to pull calls into the library automatically based on keywords and/or trackers
3. Email alerts to sales leadership/training that will notify stakeholders immediately if something was brought up on a call
4. Call specific scorecards where feedback can be given for both your discovery and deck/demo calls.  Have the reps listen to their calls first to identify if they did or didn’t follow the process.  Make sure stakeholders providing feedback are timestamping their feedback so it’s specific and relevant.  
5. Mock calls with managers/trainers/peers to ensure that the process is being followed correctly in a dress rehearsal and feedback can be given to the rep prior to doing the right thing
6. Identifying good/great/bad call examples for other reps (and new hires) to hear and see the feedback on
7. Call calibrations in smaller groups where they can all listen to the same call and give peer to peer feedback based on specific criteria

@Cierra Steiner 

Reminder of your goal

We want to approve or disprove the theory that reps that follow a consistent process within their calls have a higher rate of closing deals. 

Before diving into the how:

• A purist will say that you need to match the calls where the process was followed with their outcome (won/ lost) so you can see actual cause and effect.  Noble but harder to do. 
• A pragmatist will say directionally looking at historical process compliance and close rates gives a good enough picture. I.e Reps doing the right things also have higher close rates.

Curious where you lean?

Agree with @John Machak and @Delila House, especially the tracker and scorecard comments.  Some additional thoughts. 

1. I would explore additional filters on trackers so you can get specific on timing (e.g. tie the next steps tracker to the last 20% of the call,, etc.) 
2. Creating call categories for Discovery and Demo calls will allow you to see how well SPICED is being followed. Hopefully you have a stage and/ or meeting naming convention to easily isolate those calls. Then create 2 versions - one for where the deal went on to be closed won, and one where the deal went onto be closed lost. Hopefully you see differences in the trackers %.  I acknowledge that this page will not show win rates or opportunity amounts. 
3. There are endless analytics you can do if you take the data out of Gong. I’ve attached two examples, that we will likely highlight in our next Gong Data Meetup - Supercharge your Gong data. (This analysis aggregates many individual trackers to a more simplified framework like your SPICED model and allows you to pick different teams/ individuals, stage etc. You can see that deals that go on to win have a higher % calls where “Why Buy” and “Next Steps” were covered).

Hope this all helps.

Andrew.