Manager guide

Practice tools fail the same way: everyone uses them for two weeks and then nobody does, because nothing in the week depends on them. This guide is about the routine that stops that, and about reading the dashboard without over-reading it.

If you are getting one new producer started, the onboarding guide is the more specific document.

Set up the workspace

You invite producers by email; each takes a seat, and seats are what the plan is priced by. Minutes are pooled across the workspace rather than allocated per person, which is deliberate: a producer who is genuinely practising should not be rationed because a colleague isn't. The trade is that you have to watch the pool.

• A banner appears on the dashboard at 15 minutes remaining.
• Below 3 minutes a call will not start, so nobody loses a conversation halfway through.
• Extra seats are $19 each and bring 60 minutes with them. Top-up packs exist for the case where you have the seats and ran out of pool.

Plan sizes and prices are on the pricing page.

The weekly routine

Twenty minutes, once a week, at a fixed time. The fixed time is the part that matters.

1. Open the team dashboard and sort by calls. You are looking for zeroes, not for low scores. A producer with no calls this week is the only urgent thing on the screen.
2. Read the 30-day trend, not this week's average. One bad call moves a weekly number and means nothing. The trend is the comparison against the previous 30 days, which is long enough to be a signal.
3. Pick one producer and open one call. Not a report: an actual conversation, with its scorecard and the one thing it named. Ten minutes on one real call beats an hour of aggregate.
4. Set their next week's dials with them. Line, difficulty, lead detail, coaching level. Leaving it to them is how everyone quietly settles on easy with Scripts on.

Reading the dashboard honestly

Three things the numbers do not mean, each of which is easy to get wrong:

• A high average is not necessarily good. Check the coaching level. Every scorecard records whether the call was assisted, precisely so that an eight on Scripts is not filed next to an eight unassisted as though they were the same achievement.
• A drop after taking the help away is expected.When a producer moves from Scripts to Hints, or Hints to Off, the scores should fall. If they don't, the help was not being used.
• Difficulty is not a score. It sets how the prospect behaves, not how well the call went. A hard call scoring six may be better work than an easy call scoring eight.

The number that actually costs money

Of the five graded dimensions, watch the close attempt. Rapport rises on its own with reps. Discovery responds quickly to being given less information up front. The close is the one that stays flat for months, because asking for the appointment is the part nobody volunteers to practise, and it is the one that shows up in the pipeline.

The intervention that works is narrow: same scenario, three times in a row, and discuss only the last minute of each. Most missed closes are not a failure to ask, they are asking forty seconds after the prospect already agreed.

Where to set the bar

We deliberately do not publish a target score or a recommended number of calls per week, because we have no data that would make such a number honest, and a fabricated benchmark is worse than none. Set your own from your own floor: run everyone for a month, look at where your better producers actually land, and use that.

One thing to say out loud

Tell your team that you can see their calls, their scorecards and their minutes. It is in the privacy policy and on the security page, and they will find out either way. Practice only works if people are willing to be bad at something in front of a tool that is recording it, and that willingness does not survive discovering the recording was a surprise.