Coach Teams with Conversations

Overview

Conversations on Apollo let you use video call recordings to provide focused feedback, track individual progress over time, and train and onboard the best teams. You can create video playlists of great calls to onboard new team members, and provide feedback to reps on call scorecards so they make the most of their meetings.

Check out the following sections to coach teams with conversations using playlists and scorecards.

Create Playlists

Playlists allow you to curate lists of recorded conversations. You can create playlists of your own best calls, playlists spotlighting the best performances on your team, or playlists designed to onboard and train new hires.

To create playlists:

1. Launch Apollo and click Conversations > Playlists.
2. Click Create playlist.

3. Give your playlist a name, a description, and set the access permission:
• Private: Only you can access and contribute to the playlist. This is great for curating your own best moments or for collecting common objections and responses.
• Organization: Anyone in your company can view and contribute to the playlist. Use this option to train teams, create collaborative playlists, or to solicit feedback on multiple calls.
• Public: Anyone with the link can view the playlist. This is great for sharing calls with participants, with teams outside Apollo, or for social media clips.

4. Click Create. Then, navigate to Conversations and find a recording to add to your playlist.
5. Click ... > Add to playlist.

6. Choose the playlists, then click Add to playlist.

7. Repeat this process to add more videos to your playlist. When you're finished, click Share to share the playlist with new hires, colleagues, direct reports, or anyone online.

You have now created and shared a playlist.

Next, create scorecards to track individual progress on video calls.

Create Scorecards

Scorecards enable your sales leaders and teams to provide detailed feedback on recorded conversations in Apollo. When you create scorecards with questions to assess video calls, leaders can use scorecard ratings to identify training opportunities for their teams.

To create a scorecard:

1. Launch Apollo and click Settings > Team conversations > Scorecards.
2. Click + Create scorecard.

3. Give the scorecard a name and description. To build the scorecard from a template, click Start with a template and choose a template from the dropdown. Apollo provides 2 customizable scorecard templates: discovery and demo. Each template includes questions targeted to discovery or demo conversation types.
4. Click Build scorecard.

5. Add, remove, and edit questions. You can choose the question type, add helper text, and set if the question is required or not. Create questions designed for your standard of video calls.
• Open text: Allows free-form responses.
• Yes / No: Allows only Yes or No responses.
• Rating scale: Allows rating scale responses. You can use stars or numbers as the scale, with a range from 1 to 10. Add labels to minimum and maximum scores so people understand the range.
• Single-select: Allows one option responses from a provided set of options.
• Multiple-select: Allows multiple option responses from a provided set of options.

6. As you build the scorecard, you can preview how it will look.

7. To rearrange the order of questions, click and drag the handle beside a question. To delete a question, click Delete.

8. When finished, click Publish, then confirm that you want to make the scorecard available for your organization.

You have now created a scorecard, and the scorecard is live and available to use to rate conversations.

Review and Score a Conversation

When people create recorded conversations, they can request feedback on their video calls using scorecards your organization created. Review and provide feedback on a recording by tagging and commenting on the conversation, or by submitting a scorecard.

Request Feedback for a Conversation

To request feedback on a conversation:

1. Launch Apollo and click Conversations.
2. Select a conversation.
3. Click Scoring, then click Request Score.

4. Select an evaluator and scorecard, then click Request.

5. The person selected to evaluate the conversation will receive an email request to complete the scorecard.

You've now requested feedback on a conversation.

Post Comments on a Conversation

To post comments on a conversation:

1. Launch Apollo and click Conversations.
2. Select a conversation and review the recording.
3. (Optional) To leave comments on specific moments in the recording, click Transcript, then highlight the relevant text and click Comment. Click @ to tag people, type your comment, then click Post.

4. (Optional) To leave general comments, click Comments. Click @ to tag people, type your comment, then click Post.

You've now posted comments on a conversation.

Submit a Scorecard for a Conversation

To submit a scorecard for a conversation:

1. Click Score now on the email notification, or launch Apollo and click Conversations, then select a conversation and review the recording.
2. Click Scoring, then select the scorecard you want to use to rate the conversation.
3. Answer each required question on the scorecard.
4. (Optional) Leave comments on any question.
5. When finished, click Submit Scorecard.

You've now submitted a scorecard for a conversation.

Review Conversation Analytics

Conversation analytics gives team leaders a high-level view of their team's call performance, interaction quality, and coaching progress. Use these insights to identify trends, track improvements over time, and make more informed coaching decisions.

To use conversation analytics:

1. Launch Apollo, then click Conversations > Analytics. Apollo displays the Activity, Interaction, and Coaching tabs.
2. Click a tab to view its metrics. For each tab, you can filter data by individual or multiple users and by date range. Toggle between table and chart view to explore the data in the format that works best for you.

You've now reviewed conversation analytics.

Next Steps

Ready to level up how your team learns and performs? Here are some resources to keep the momentum going.