Coaching
Team Coaching

Team Coaching

The Team Coaching view is a manager's central hub for providing feedback, monitoring team performance, and tracking coaching effectiveness.

Access: Available to Admins, Owners, and Managers only

Team Coaching Inbox

Overview

The Team Coaching inbox shows:

  • Unacknowledged Reviews - Coaching awaiting team member acknowledgment
  • Pending Action Items - Tasks assigned to team members
  • Team Members Needing Attention - Members with low scores or many unacknowledged reviews
  • Recent Activity - Latest coaching and responses

Inbox Organization

Filter and sort by:

  • Team Member - Specific individual or entire team
  • Status - Unacknowledged, acknowledged, action items pending
  • Date Range - Recent or historical coaching
  • Priority - High-priority items first
  • Quality Score - Focus on low-scoring calls

Providing Coaching

Step-by-Step: Reviewing a Call

  1. Select Call to Review

    • Navigate to Calls
    • Filter for calls needing review
    • Or use Team Coaching to select team member

  2. Listen to Call

    • Play entire call or skip to key moments
    • Review transcript for details
    • Check quality scorecard

  3. Add Scorecard Review

    • Click Add Coaching or Review Call
    • Select star rating (1-5)
    • Write overall summary comment
    • Be specific and balanced

  4. Add Inline Comments

    • Click at any point in transcript
    • Choose comment type (praise, coaching, question, warning)
    • Write specific feedback for that moment
    • Reference what was said/done

  5. Create Action Items

    • Click Add Action Item
    • Write specific, actionable task
    • Set realistic due date
    • Make it measurable

  6. Save and Send

    • Review all feedback
    • Click Save Coaching
    • Team member receives notification

Scorecard Guidelines

Rating Scale:

  • ⭐ (1 star) - Significant issues, needs immediate improvement
  • ⭐⭐ (2 stars) - Below expectations, multiple areas need work
  • ⭐⭐⭐ (3 stars) - Meets expectations, some improvement opportunities
  • ⭐⭐⭐⭐ (4 stars) - Exceeds expectations, minor improvements possible
  • ⭐⭐⭐⭐⭐ (5 stars) - Exceptional performance, exemplary call

Summary Comment Best Practices:

  • Start with something positive
  • Be specific about what went well
  • Clearly identify improvement areas
  • End with encouragement or expectation
  • Keep it constructive, not critical

Example Summary: "Great job building rapport at the start and using the customer's name throughout. You asked good discovery questions. For next time, practice handling the pricing objection with the new script we discussed. Also remember to confirm next steps before ending. Keep up the good work!"

Inline Comment Best Practices

Praise Comments (⭐)

Use to highlight excellent moments:

When to Use:

  • Perfect technique execution
  • Exceptional customer handling
  • Creative problem-solving
  • Going above and beyond

Example: "Excellent objection handling here! You acknowledged their concern, provided value, and moved forward confidently."

Coaching Comments (📋)

Use to suggest improvements:

When to Use:

  • Missed opportunities
  • Technique improvements
  • Process adherence
  • Better alternatives

Example: "This would be a good moment to ask a discovery question about budget instead of jumping straight to pricing."

Question Comments (❓)

Use to prompt thinking:

When to Use:

  • Understand reasoning
  • Clarify approach
  • Encourage reflection
  • Alternative perspectives

Example: "What was your thinking here? How might you handle this differently if the customer brought up price earlier?"

Warning Comments (⚠️)

Use for serious issues:

When to Use:

  • Compliance violations
  • Policy breaches
  • Inappropriate language
  • Customer service failures

Example: "Warning: We cannot make this type of guarantee without written approval. Please review policy before next call."

Action Item Guidelines

Make Items SMART:

  • Specific - Exactly what should be done
  • Measurable - Can verify completion
  • Achievable - Realistically possible
  • Relevant - Addresses coaching points
  • Time-bound - Has clear due date

Good Action Items:

  • "Review and practice objection handling script by end of week"
  • "Listen to library call #5678 for discovery question example by Friday"
  • "Role-play pricing conversation with peer before next sales call"
  • "Watch training video on building rapport by Tuesday"

Poor Action Items:

  • "Be better" - Not specific or measurable
  • "Improve discovery" - Too vague
  • "Fix everything" - Not achievable or specific
  • No due date - Not time-bound

Team Coaching Dashboard

Team Overview Metrics

View aggregate team performance:

Score Trends:

  • Team average score over time
  • Individual member trends
  • Improvement/decline rates
  • Distribution of ratings

Coaching Activity:

  • Total reviews provided
  • Average response time
  • Acknowledgment rates
  • Action item completion

Team Health:

  • Members needing attention
  • Common improvement areas
  • Training needs identified
  • Positive trends

Individual Team Member Views

Drill down into specific team member:

Performance Summary:

  • Average score
  • Recent calls reviewed
  • Trend direction (improving/declining)
  • Pending action items

Coaching History:

  • All coaching provided to this member
  • Previous action items
  • Common themes
  • Improvement areas

Call History:

  • Recent calls with scores
  • Unreviewed calls
  • Low-scoring calls for review
  • High-quality calls to recognize

Coaching Workflows

Daily Coaching Routine

Morning (10 minutes):

  1. Check Team Coaching inbox
  2. Review urgent items
  3. Check for overdue acknowledgments
  4. Prioritize today's reviews

Throughout Day (as calls come in):

  1. Review high-priority calls promptly
  2. Provide immediate feedback on critical issues
  3. Recognize exceptional calls immediately

End of Day (15-20 minutes):

  1. Review remaining calls
  2. Provide coaching feedback
  3. Set action items
  4. Update coaching notes

Weekly Coaching Sessions

Monday Planning:

  • Review last week's coaching effectiveness
  • Identify team members needing focus
  • Plan week's coaching priorities
  • Set coaching goals

Mid-Week Check:

  • Monitor action item progress
  • Follow up on unacknowledged coaching
  • Adjust priorities based on trends

Friday Wrap-Up:

  • Complete all pending reviews
  • Review week's progress
  • Plan next week
  • Send summary to team

One-on-One Coaching Sessions

Use Aila data in regular 1:1s:

Preparation (15 minutes before):

  1. Pull up team member's coaching dashboard
  2. Review score trends
  3. Note specific calls to discuss
  4. Prepare specific examples

During Session (30-45 minutes):

  1. Review Trends - Discuss overall performance
  2. Highlight Positives - Recognize improvements and wins
  3. Address Concerns - Discuss low scores and issues
  4. Listen to Calls Together - Play specific moments
  5. Create Action Plan - Set goals and next steps

After Session:

  1. Document discussion in Aila
  2. Create follow-up action items
  3. Schedule next check-in
  4. Send summary to team member

Managing Acknowledgments

Monitoring Acknowledgment Status

Track which coaching has been acknowledged:

Unacknowledged Filter:

  • Shows all pending acknowledgments
  • Sorted by age (oldest first)
  • Flagged team members with many unacknowledged

Follow-Up Process:

  1. After 48 hours, send reminder
  2. After 1 week, have direct conversation
  3. Make acknowledgment part of expectations
  4. Track chronic non-responders

Responding to Acknowledgments

When team member acknowledges with response:

  1. Read Response - Understand their perspective
  2. Provide Clarification - If they have questions
  3. Acknowledge Improvement - Recognize commitment
  4. Follow Up - Check progress later

Tracking Action Items

Action Item Dashboard

Monitor all assigned action items:

By Status:

  • Pending (not started)
  • In Progress (team member working on)
  • Completed (done)
  • Overdue (past due date)

By Team Member:

  • Total action items per person
  • Completion rates
  • Average time to complete
  • Overdue items

Following Up on Action Items

When Due Date Approaches:

  • System sends reminder to team member
  • Check-in if complex item
  • Offer support if struggling

When Item is Completed:

  • Review completion notes
  • Verify task was actually done
  • Provide feedback on completion
  • Create follow-up if needed

When Item is Overdue:

  • Reach out to team member
  • Understand blocker
  • Adjust deadline if reasonable
  • Provide resources/support

Coaching Reports

Individual Performance Reports

Generate for performance reviews:

  1. Navigate to team member's page
  2. Select date range
  3. Click Generate Report
  4. Include:
    • Score trends
    • Coaching provided
    • Action items and completion
    • Improvement areas
    • Positive highlights
  5. Export as PDF

Team Coaching Reports

Organization-wide insights:

Metrics Included:

  • Average scores by team member
  • Coaching frequency
  • Response rates
  • Common themes
  • Training needs
  • Team trends

Use Cases:

  • Leadership updates
  • Training planning
  • Process improvements
  • Resource allocation

Best Practices for Managers

Coaching Frequency

Optimal Frequency:

  • New team members: Every call for first week, then 50% for month 1
  • Developing team members: 25-30% of calls
  • Experienced team members: 10-15% of calls + all low-scoring calls
  • Everyone: All high-risk or complaint calls

Balancing Feedback

Aim for Ratio:

  • 3 positive comments for every coaching point
  • Recognize good before suggesting better
  • End on encouraging note

Consistency

Ensure Fairness:

  • Use same criteria for all team members
  • Review similar call types similarly
  • Don't play favorites
  • Document all coaching

Development Focus

Prioritize Impact:

  • Focus on 1-2 improvement areas at a time
  • Don't overwhelm with many action items
  • Build on strengths
  • Progress over perfection

Communication

Keep It Professional:

  • Timely feedback (within 24 hours)
  • Specific, actionable points
  • Respectful tone
  • Private feedback
  • Public recognition

Troubleshooting

Team Member Not Acknowledging

Possible Reasons:

  • Didn't see notification
  • Don't understand process
  • Disagreement with feedback
  • Too many items to acknowledge

Solutions:

  • Check email notifications working
  • Explain acknowledgment process
  • Have conversation about feedback
  • Provide coaching in smaller chunks

Action Items Not Being Completed

Possible Reasons:

  • Items too vague
  • Unrealistic deadlines
  • Lack of resources
  • Don't understand how

Solutions:

  • Make items more specific
  • Adjust timelines
  • Provide resources/training
  • Demonstrate or role-play

Declining Performance Despite Coaching

Investigate:

  • Is feedback specific enough?
  • Are action items being completed?
  • Are there external factors?
  • Is training needed?

Actions:

  • More frequent coaching
  • One-on-one sessions
  • Additional training
  • Review job fit

Next Steps

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