Motivate and coach your sales reps by setting and tracking their goals

Motivate and coach your sales reps by setting and tracking their goals

Description	Setting up of Sales Goals and Timelines. Also captures ways to measure individual rep's performance against team's performance.
Version as of	8.5
Application	Pega Sales Automation
Capability/Industry Area	Sales Automation

Introduction

This article captures best practices for motivating and coaching sales reps by using the Pega Sales Coach. Pega Sales Coach uses AI-driven, self-learning adaptive models to evaluate sales representative performance. It also suggests real-time coaching plans to the sales managers who can then discuss the plan with sales reps and track its progress.

Identify underperforming sales reps

Pega Sales Coach delivers insights about underperforming sales reps to sales managers. Sales Coach analyzes more than 50 distant, configurable predictors, for example, Opportunity pipeline, Number of leads, or Customer interactions created which sales representatives take each day and create a sales representative effectiveness score and coaching plans. The system calculates the sales representative effectiveness score by using the adaptive model. The result being the effectiveness of each sales representative is displayed in the Sales manager coach widget against the optimal score. The widget is available on the sales manager’s dashboard.

An example Sales coach analysis presenting underperforming sales reps

For more information about predictors and how sales coach works, see Artificial intelligence-based sales coach.

Improve the performance of underperforming reps with sales coach

Sales coach sends weekly recommendations to the managers about each sales rep’s performance. To identify the recommended plans, as a sales manager, you  can use coaching plans in the Coaching plans widget and suggest, for example, to increase the pipeline amount in the Proposal stage, increase the number of unique opportunities in the Qualification stage.

Coaching plans widget example suggestions

Sales managers review each time-bound and tailored coaching plan suggested by the sales coach for underperforming reps and then decide whether they want to use the recommendations to improve sales rep’s performance or ignore these recommendations. The pursued plan can be assigned to the corresponding representative with a follow-up date.

Sales managers and representatives can collaborate in real time and discuss the progress using Pulse.

After the follow up meeting, sales coach monitors the status of the recommended plan and provides sales managers with status updates. Based on the status, sales managers can either continue coaching with a new follow-up date or complete the plan.

1) In user portals, a "team" is equivalent to a "work group". 2) One or more associates who work semi-autonomously on recurring tasks or towards a common goal. In a Pega Workforce Intelligence hierarchy, departments are comprised of teams. (Defined by the WFI team)

A business solution that automates workflows in your organization. Multiple, unrelated applications can be hosted in the same system. You create an application by running the New Application wizard.

An action that does not require human involvement but can instead be done programmatically.

A notification that alerts you to ways in which you can improve workflows and paths by highlighting certain events that occur in workflows or paths or both. For example, an insight might note that there is excess waste in several workflows, and recommend that you review the Waste tab to determine ways to lower the amount of waste.

A type of scoring model that captures customer responses in real time to make and adapt predictions, typically in the absence of historical records. An adaptive model is used in decision strategies to help identify the most appropriate propositions or next best actions.

A GUI element in your portal that displays operational information about your application, for example, key performance indicators. By personalizing a portal dashboard with widgets that are relevant to a role, you can increase the dashboard's usability and the user's productivity. For example, you can design a workspace that includes a widget for frequently used reports, to help managers save time and effectively oversee their projects.

One of the following UI elements:

- A centralized workspace that displays operational information about your application and key performance indicators, such as the number of assigned items or the average time to resolve a case. A dashboard can include charts, reports, worklists, and other widgets.

- A single webpage that shows the current status and ongoing trends of your organization’s behavior. This data helps you to make informed decisions and guides you to specific investigations or outcomes.

The first level of organization of the tasks that are required to complete your business process. By providing stages, you organize work into logical phases that users of your application follow to reach an outcome. Stages visualize milestones or significant events in your business process and can also indicate a transition of work from one person to another. For example, if your business process is to review job applications, you can create Submission, Review, and Approval stages, each of which includes a different set of actions and is performed by a different person. Stages that are necessary to resolve a case through the basic, default path are called primary stages.

In a Microjourney™, stages are the milestones that leads towards an outcome.

A gadget that adds social activity streams to your application. When you embed Pulse in your application, users in the same work group can create posts with instant messages, files, and URLs.