One critical element of managing a team is watch over workload and data quality.

The first of the three dashboards pictured tracks open leads. We have committed ourselves to a 24 hour response time so I know that if any rep has more than 50 open leads, we aren’t following up as fast as we should be. To make sure this is more than an idle threat, we spell it out at the top of the dashboard, “>50 Leads = Lead Router Turned Off.” Since this is their lifeblood, you can bet that they pay attention to it.

The second dashboard depicts open tasks. It’s very easy for reps to get in the habit of setting tasks and never closing them out. This hurts collaboration in a significant way because when a task list becomes unrulely it’s very likely a rep will miss a new task assigned to them. It also means that someone at some point in time is going to have to delete the task for them. In any event, that’s why we decided to crack down and put in place a policy where in there should never be more than 100 overdue task.

The last dashboard is an example of an exception report. When a field isn’t filled out or an account is assigned to the wrong person, you can put their name up on the wall of shame.

All three of these elements are visible to the reps and gone over inside the application during team meetings to reinforce the desired behavior.