Chorus Scorecards for Sales Leadership & Enablement

1. Assign All Reps and Managers to a “Team”

This step is critical as our Scorecards are designed to coach entire teams. Each Team has “Team Reps” and “Team Managers.” This allows managers to view specific call types (eg. Discovery) with the relevant Sales filters (eg. Deal Size).

1. Go to Admin Settings > Teams
2. Make sure everyone is on a Team.
3. Make sure the Reps are in the “Team Reps” column, and Managers are in the “Team Managers” column.

Don’t have Teams set up? Learn how here.

2. Set Up Your Initiatives

Choose one or more key skill-sets to coach reps on for the next 2-3 weeks. Once you have determined your initiatives, create a Scorecard for each one. We recommend one Scorecard per initiative because this set up makes it much easier for Sales Leadership, Enablement teams, and Sales Reps to understand what the goal is and how well they’re mastering it. 

You can choose to create brand new scorecards of your own, get help from the Chorus team to set up a scorecard that you already have on a spreadsheet, or just use one of the out-of-box Scorecards we have already set up for you. 

To create an initiative, go to your Scorecards home page. 

1. Click "Add Initiative", and either use one of our handy templates or start your own scorecard from scratch. 
   • Example: Set up one scorecard for your SDR team e.g. Cold-Calling Scorecard. For your AE team, you may want to set up a couple of scorecards based on current high priority areas, e.g. Competitor X, Pricing & discounting, or GDPR objections.
     
     
   
   
   
2. Name your initiative and fill out the questions. PRO TIP: Save drafts of work as you're writing out your questions :)
   
   
3. Assign your scorecard to the appropriate Team(s) in Chorus, or choose some teams to try it out with. You can also set up team specific scorecards e.g. “SDR Cold Call Coaching”. Next, assign the scorecard to the team you want to target with this coaching content. Ask the managers of the team to score at least 2 calls per rep per week.
   
   NOTE: It is very important that your Teams in Chorus are up to date with the appropriate Reps and Managers organized correctly. You can review all of your existing Teams and make edits to the users in them in your Team Admin Settings.
   
   
   
4. Launch your Initiative - this will send an introductory email prompting the Managers of those Teams to start coaching their teams with AI-powered call recommendations and a  summary of all the questions in your scorecard:
   
   

Additionally, the Managers will get in-product and automated email reminders to managers with recommended calls for scoring:

And Reps will have instant access to your Team's Top 2 Rated Recordings for that score card. These are the top 2 calls that got the highest scores for that initiative. This means Reps and Managers need to spend ZERO time looking for great calls that serve as a benchmark for what they need to be doing.

Best Practices On Initiative Creation:

• Keep the number of questions in each scorecard <10. Multiple survey benchmarks (this and this) recommend 10 questions or less if you want the survey to take less than 5 minutes to complete.
• We suggest 5 questions per scorecard so that you leave enough time for managers to also fill in personalized comments explaining the score or what they think the rep needs to do differently.  
• You may want to set up a couple of scorecards based on current high priority areas: e.g. Competitor X, Pricing & discounting, or GDPR objections.
• Assign scorecards to teams so that the managers can fill out feedback for their reps on the coaching tab of a call.

3. Getting Buy-In From Your Team 

Now that you've launched your initiative, it's important to get buy-in from your managers and team to complete the scorecards. Here are some best practices:

• Create a Slack channel or email trail informing the managers of what’s expected of them.
  • e.g. score at least 2 calls per rep in the next 1 week. Work with your Chorus CSM to draft these custom instructions for your team
    
    
• Inform reps in those teams what they should expect from this feature.
  
  
• Be sure to provide links to the top scored recordings so the team can watch. To ensure all reps watch these top scored calls, we recommend asking reps to watch the calls and leave a comment highlighting two components they want to implement on their own calls.
  
  
• Point managers and reps to this guide to learn more about how they can succeed with Chorus Scorecards.
  
  
• In Analytics, track which managers aren’t scoring enough calls in and drop them reminders (that’s what Slack was built for - never letting someone hide behind an ignored email).
  
  
• Explain to managers that scoring a call is the first step. They should also follow it up with a 1-on-1 discussion with the rep on their scores and what they need to do to make it a ‘5-star’ call

4. Measure Your Progress

Scorecards allow you to track scores across time, and identify managers who need reminders to score. Consider rewarding the top-rated rep and even play a couple of top-rated calls during a team meeting.

Measure your progress by:

• As the scores get updated, check how well the team is doing (on a scale of 1 to 5)
  
  
• In a team meeting:
• Recognize and/or reward top-ranking reps.
• Play moments from the top-rated 1-2 calls for the team to learn from.
• Also, call out managers who score more calls than others.
  
• Set a benchmark for the number of calls managers should score each week.
  
  
• On a weekly basis, check the team scores for each scorecard to ensure they are moving higher. You can even compare how different teams are doing in terms of their scores. If scores are flat or drop compared to the last week, it probably means managers did not follow up on scoring with a 1-on-1 coaching session. Enforce the latter.
  
  
• For each coaching initiative, set yourself a time limit - e.g. In the next 4 weeks, we will try to get as close to 5/5 on competitive coaching. Once a scorecard has achieved its purpose or lived through its intended time period, click on “Close Initiative” to end the initiative.