Generative Scorecards

Overview

📊 Automate and Elevate Sales Conversations with Generative Scorecards

Consistently evaluating sales conversations is essential to improving performance and identifying coaching opportunities. Revenue.io’s Generative Scorecards take the manual effort out of call assessments by automatically scoring conversations based on customizable criteria, ensuring every interaction aligns with your organization’s standards and methodologies.

Key Features:

• 🎯 Customizable Scorecards: Tailor scorecards to your specific sales methodologies, KPIs, and performance metrics.
• Rich Criteria Bank: Users can create custom scorecards by selecting from a bank of predefined evaluation criteria. This allows sales managers to tailor scorecards to their specific sales processes and team goals, ensuring relevant and actionable feedback.
• 🔄 Role-Based Scorecards: Different evaluations for different roles or conversation contexts, ensuring relevant assessments.
• 📈 Detailed Analytics: Gain access to in-depth reports on individual and team performance trends over time.
• Strengths and Improvement Areas: The scorecards provide detailed feedback, highlighting both strengths and areas for improvement in the rep's conversation. This includes specific coaching suggestions to help reps refine their approach and improve their performance.
• Availability: Coaching feedback is available with a Revenue AI license associated with the user. 
• Granular Enablement: Coaching feedback can be enabled or disabled for users who have a Revenue AI license to ensure that the right members of your team are provided the functionality they need.
• Integration with Salesforce: Coaching Feedback is integrated directly into the conversation object in Salesforce.
• Feedback Loops and Rating System: Reps and managers can interact with the feedback by providing thumbs-up or thumbs-down ratings along with qualitative feedback to help improve coaching feedback performance.
• Transportability: Coaching feedback can be quickly copied to a user's clipboard to be able to share it with others. 

The Benefits:

• 🤖 Automatic Call Scoring: AI evaluates calls based on defined criteria, eliminating the need for manual scoring.
• ✔️ Ensures Consistent Evaluation: Standardizes the evaluation process across the team, minimizing bias.
• 📚 Identifies Training Needs: Pinpoints specific areas where reps need support, enabling more targeted coaching.
• 📊 Tracks Progress: Monitors improvement over time, recognizing achievements and addressing challenges.
• ⏳ Saves Time: Automates the scoring process, allowing managers to focus on strategic initiatives and high-impact coaching.
• Scalable Evaluation and Coaching: By automating the scoring process, the Generative Scorecards feature allows managers to scale coaching across large sales teams, delivering consistent feedback without requiring time-intensive manual reviews.
• Automated Performance Evaluation: Generative Scorecards automatically evaluate sales reps' performance based on conversation transcripts, removing the need for manual review. This feature saves time and ensures consistent evaluations across the team.

Use Cases:

• Performance Reviews: Leverage scorecard data during reviews to offer concrete, data-driven feedback.
• Targeted Coaching: Spot common gaps across the team and tailor training to address specific challenges.
• Methodology Compliance: Ensure reps follow your chosen sales methodology in every call.

How it Works

With Generative Scorecards, individual conversations are graded based on a defined criteria. Criteria are graded on a 1 to 0 scale with 1 representing that a rep met a criteria condition of the scorecard with 0 meaning that they did not. An overall percentage score is applied to a conversation based on the total score divided by the number of criteria that are associated with the scorecard. 

Scorecard trends can be analyzed to track changes in scores across criteria category or individual criteria over time. Insights are presented across all users and can be filtered by team or individual user.

For a user to view and manage Scorecards, they must have a Revenue AI license and have the Generative Scorecards setting enabled. Learn more about Revenue AI licenses and enabling Revenue AI features.

Only conversations that are over 4 minutes in duration that have at least 100 spoken words will be eligible to have questions asked of them.

To manage scorecards, a user can navigate to the Scorecard tab of the Revenue Application. Within this page, users will be able to search for, view, manage, and create new Scorecards to apply to their team's conversations. 

Rules of the Road

1. Scorecards are designed to have a single scorecard applied to a conversation - This ensures that feedback is focused for reps and they don't have to sift through multiple scorecards during a conversation to understand relevant coaching. 
2. There are limits to the number of scorecards you can manage
   1. You can only activate one scorecard that is applied to all users. 
   2. If you have an active scorecard that applies to all users then you cannot activate role based scorecards. 
   3. To activate role base scorecards you need to ensure that you do not have any active scorecards that target all users or the role that you are trying to configure. 

Managing Scorecards

Sales Best Practices Scorecard

To get you started with Scorecards we have created a "Sales Best Practice" Scorecard that is available to all customers. This scorecard can be updated, used as is, or removed from your account based on your individual needs. It is an example of the 

Creating Scorecards

To create a scorecard, select the "+ Create Scorecard" button in the top right of the Scorecards page. 

On selection, you will be presented with a modal to create your scorecard. In the scorecard modal there are two steps to complete:

Step 1

In this first step, there are three configurations that need to be made:

What do you want to name this scorecard?

First, you must add a descriptive name for a Scorecard. This will be used to quickly identify a scorecard within filtration, within scorecards applied to conversations, and analytics. 

What is the best way to describe this scorecard?

Second, users can optionally designate a description for the scorecard to provide others an overview of where the scorecard should be used and how it should be leveraged across conversations. 

Whose conversations should this apply to?

By Default, a scorecard can be applied to all users. So that a a scorecard can be applied to the right type of contextual conversations, they can be scoped directly to users who have specific roles. This for example helps you ensure that Account Executive conversations are graded on a separate set of criteria than conversations for those in Customer Success or Support. 

Learn more about managing Roles.

By selecting the "Specific Roles" option, the user is presented with an input to associate the scorecard to one or many roles. 

On selection of the input, a multi-select dropdown is presented to the user to select the relevant roles from the available list of out-of-the-box Roles. 

Upon closing the dropdown list of Roles, you can view the selected roles prior to selecting the "Next" button to move to the next step. 

Step 2

The next step in configuring a scorecard is to designate the criteria that should be used to grade a conversation. We have added a series of out-of-the-box criteria to choose from to evaluate conversations. These criteria span the various methodologies that are available within the Revenue platform along with general sales best practice scenarios. 

You can quickly find criteria by name or description using the search input.

All criteria are also categorized, select the category filter to individually select a Criteria category. The categories that are present within the system are as follows:

• Challenger Sale
• Conceptual Selling
• MEDDIC
• NEAT Selling
• Richardson Sales Methodology
• Sandler Selling System
• SNAP Selling
• SPIN Selling
• BANT
• Challenger Sales Methodology
• Closing
• Communication Skills
• Conceptual Selling
• GAP Selling
• Handling Objections
• Introduction and Rapport Building
• MEDDICC
• N.E.A.T. Selling
• Needs Discovery
• Presentation
• Product Knowledge
• Professionalism
• Relationship Building
• SNAP Selling
• Solution Selling
• SPICED
• SPIN Selling

Once you have found the criteria that you want to add to your Scorecard, simple select the "+" icon associated with each criteria. Selected criteria will be updated with a checkmark. Once you have made all of your selections, click on the 'Save' button to create your new Scorecard. 

Editing Scorecards

To edit a scorecard, navigate to an individual scorecard and select the "⋮" icon associated with the scorecard. On selection, you will be presented with an "Edit" option. 

Upon selecting the "Edit" option, you will be presented with the Scorecard edit flow to update details or criteria associated with a scorecard. 

Once you are done making changes to a scorecard, you can select the "Save" button to commit the changes or select "Cancel" to abort any changes. 

If you update the criteria of a scorecard, the analytics for that scorecard will be reset. Going forward the insights that you can gather for a scorecard will only be able to highlight trends across the most recent version of the Scorecard. Conversations that have previously had a scorecard applied to them will not be updated and will reflect the scorecard version at time of analysis.

Deleting Scorecards

To delete a scorecard, navigate to an individual scorecard and select the "⋮" icon associated with the scorecard. On selection, you will be presented with an "Delete" option. 

On selection of the Delete option, you are presented a modal to confirm the deletion. On selection of the Delete option, the scorecard is removed from Revenue and any conversations scored by that scorecard will no longer be visible within that conversation. 

Activating and Deactivating Scorecards

By default, Scorecards that are created in your account are added to your Scorecard list in a deactivated state. 

To activate a scorecard select the toggle in line with the scorecard that you want to activate. 

On activating a scorecard you will see a success message that designagnates that your scorecard is now live. Once a scorecard is activated it will be applied to conversations on a go forward basis based on who the scorecard is applicable to as defined in it's configuration. 

To deactivate a scorecard, simply select the toggle to receive a message designated that the scorecard has been disabled. When a scorecard is disabled, users are still able to see historical analytics for that scorecard but the scorecard will no longer be applied to conversations on a go forward basis. 

Tracking Scorecard Performance 

Now that you have scorecards applied to your conversations the fun begins. To drill into insights and analytics select any scorecard within the list of scorecards configured in your account.

Within an individual Scorecard page are details and insights into the performance across your organization against the scorecard. 

Scorecard Details

This presents the basic information of the sorecard including who the scorecard is applicable to and the description of the scorecard.

Scorecard Change over Time

This chart is an interactive experience that is focused on showing changes in scorecard behavior over time. By default the chart highlights how scores have changed over a defined period of time based on the category of criteria associated with the scorecard. Users can drill further into performance by updating the time frame that they want to inspect, filtering insights by Team and selecting an individual category to view the performance changes over time associated to the granular criteria within each category.

Scorecard Details Heat-map 

The heat-map chart highlights the scores across teams and criteria categories for the selected time period. These visually represent the distribution of scores and where users are excelling or need help. The heat-map can be filtered by team to view performance across those users associated with each team at both the category and individual criteria level. 

View Scorecard Performance for a User

Similar to the insights provided for an individual Scorecard, users can view Scorecard performance metrics for individual users on their User profile page. Here, those that can access a user's profile can interact with a Scorecard Change over time chart to see performance over time for all scorecards that are associated with the user. 

Users can toggle between the scorecards that are associated with the user via the Scorecard picklist, can change time dimension and start date of insights by selecting time periods of 7 days, 30 days, and 90 days. To see detailed insights, users can also select individual scorecard categories for a selected scorecard to see the user's performance in the individual criteria associated with a selected category. 

Viewing Scorecards for a Conversation

When Scorecards are applied to a conversation, they are visible to users who have Generative Scorecards enabled for all conversations that they can access. For each scorecard applied to a conversation, users can view the following

1. The Scorecard Name
2. The Overall Scorecard Score
3. A detailed analysis of the user's performance
4. A list of the criteria associated with the scorecard, individual scores for each criteria, details analysis and insights into why the conversation criteria was scored in the way it was, all grouped by category. 

This level of insight provides comprehensive coaching while also saves time for Managers to scale their coaching across more users in less time.