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How to Use Kaia Coach Cards and Coach Card Report

Aye
Updated

Objective

Kaia Coach Cards allow Sales Leaders, Enablement, and Reps to evaluate and provide feedback for Reps on specific conversations. They can help provide a more quantitative view (see Coach card report below) of how teams are adhering to processes and identifying coaching opportunities.

Applies To

  • Kaia

Procedure

Set up

To create coach cards, a user must have profile permissions to author Kaia coach cards. By default, the Admin profile has the permission enabled but other profiles do not.

Create coach cards

  1. Log in to Outreach.
  2. Go to Kaia > Coach cards. All existing coach cards are listed on the left.
  3. To create a new coach card, click ‘Add a coach card’. If you have existing coach cards, this is the ‘+’ icon at the top of the left list.
  4. Enter a coach card name and then click ‘Create coach card’.
  5. Enter Questions to add to the coach card.
  6. Click Publish to save your changes. This will toggle the Disabled toggle, in the top right, to Enabled. The coach card is now ready to be used.

Best practices for creating coach cards

  • Draft your coach card offline: Start by drafting coach card questions in a separate document so that you can capture feedback from colleagues. This will reduce the number of changes once you start building the coach card in Outreach.
  • Limit the number of questions: Think about how long it will take someone to submit a coach card for a call. Try to limit the number of questions so that Managers and Reps can minimize their time spent leaving feedback.
  • Consider question types: Rating scale and Yes or no question types will be the easiest to report on and for Reps to look at quickly and understand their performance.
  • Ensure coaches know what a score means: when using Rating scale questions, ensure that your scorers all have the same definition of what score ‘great’ is, or what ‘needs improvement’ is.

Here are some sample coach cards to get you started.

  1. Cold Call Rubric with MEDDPICC
    1. Yes/No: Did the SDR let the prospect know that they were calling on a recorded line?
    2. Rating Scale: How well did the SDR uncover the prospect’s Metrics?
    3. Rating Scale: How well did the SDR uncover the prospect’s Pain?
    4. Rating Scale: How well did the SDR uncover the prospect’s Decision Process?
    5. Rating scale: How well did they handle objections?
    6. Yes/No: Did the SDR ask for a meeting?
    7. Yes/No: Did they manage to book a meeting on the call?

  2. AE Discovery
    1. Yes/No: Did the AE present the meeting purpose, agenda, and outcome? 
    2. Yes/No: Did the rep find the business issue?  
    3. Yes/No: Did the rep find 3-4 problems we could solve? 
    4. Yes/No: Did the rep link the demo to the business issue and the problem? 
    5. Yes/No: Did the rep quantify the value of the problem and the solution?
    6. Yes/No: Did the rep discuss preliminary/budgetary pricing based on the discovery done? 
    7. Yes/No: Do we understand their buying process? 
    8. Yes/No: Do we have a next step and mutual plan?
  1. AE Demo
    1. Rating scale: [Value Selling] How well did the AE demonstrate the value based on the pain points shared?
    2. Rating scale: [Credibility] How convincing was the AE in their demonstration?
    3. Rating scale: [Presentation] How easy was it for the prospect to follow the demo flow and did the AE demonstrate active listening?

Provide coaching

  1. Go to Kaia and use the ‘Coach card by’ or ‘Coach card for’ filters to find conversations that haven’t received feedback or received feedback by or for certain individuals.
  2. Click into a recording and then navigate to the coach card tab.
  3. Add a card and select the visibility preferences.
  4. AI will make suggestions to answer any questions in the Coach Card it can find on the recording, except a Rating Scale or overall score. Review the pre-filled information or click on Key Moments to navigate to the exact moment on the call when something was discussed. Edit as needed and Save.
  5. Once saved, share with the recipient that coaching has occurred; the recipient will get an email notification with a link to the feedback saved.

Note: You can turn off the AI suggestions at any time. The suggested answers will be removed and you can provide feedback manually.

 

Coach Card Report

  1. Navigate to Kaia > Coach card report. 
  2. Choose a coach card to view aggregated data by selecting the drop-down in the top left.


  3. Further refine your view using the timeframe drop-down or filters. You can filter by team, user, or min/max overall rating.

  1. Drill into data points by clicking into the chart bars or table cells. Here you can view specific submissions that make up the aggregated value.


  2. Clicking on a specific submission will take you to the Kaia recording where you can view the full submission of the coach card.

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