As a sales leader, the ability to zoom in on specific parts of your team's engagement process is vital. Which reps are making the most calls? Are they connecting or leaving voicemails? How many emails are your BDRs sending? How many meetings are your new reps booking?
The latest improvements bring more detailed engagement tracking and reporting to HubSpot CRM and Sales. These updates come in three distinct flavors.
All HubSpot Sales users can now set call dispositions. Track the outcome of every call made via HubSpot Sales.
All HubSpot Sales Professional users now have access to sales content report templates. Seven new canned reports for HubSpot dashboards that provide deep analytics on calls, meetings, and sequences.
Reporting Add-on users can now utilize engagement report filters when building custom reports. Run reports on how many calls, emails, meetings, and tasks your team is logging. Now, filter those reports by owner and type, to zoom in on the data you actually care about.
Today’s updates enable you to get a clearer view of your reps’ productivity. Implement a more consistent call-logging process with call dispositions, and zero-in on specific engagement data to identify the parts of your reps’ process that need the most work using the new reporting functionality.
Make a call from any record in HubSpot CRM by using the communicator at the top of the screen. Once a call is completed, simply select the outcome of the call from the dropdown menu and select ‘Save call’. A recording of that call, along with its outcome, will be saved to the contact’s timeline.
Navigate to your Sales Dashboard (or any of your other dashboards, if you have the Reporting Add-on). Click “Add Report.”
On the subsequent page, within the widget library, you’ll see seven new canned reports available:
Total Calls. How many calls your team is making each month.
Calls Made by Reps. A stackranking of your reps by # of calls made.
Average Call Duration. Find out who is spending the most time talking to their prospects.
Total Meetings Booked. Shows how many total meetings your team has booked in the selected timeframe.
Meetings Booked by Rep. Break down the meetings booked chart by rep.
Call Outcomes. Which reps actually connect with their prospects? Which are stuck leaving voicemails most often?
Sequence Performance. Hone in on which sequences are the most effective. This report shows enrollment, replies, and reply rate for your best-performing sequences.
Build a custom report in the Reporting Add-on by navigating to any dashboard, clicking "Add Report," and clicking "Create Custom Widget."
Once in the custom builder, choose "Engagements" as your type. By default, you'll see every engagement logged by any of your reps. To filter your report, use the Engagement Type and Engagement Owners selectors in the left-hand sidebar. For example, if you only wanted to see the calls and meetings booked by Taylor Swift or Curious George, you'd set up your filters like this:
Calls/Meetings/Tasks by a specific set of reps, aggregated
As your sales process grows, these products grow with you. The basics are available out of the box in HubSpot CRM and Sales --- the ability to record call dispositions is included in HubSpot Sales Free. The more advanced features (templates and custom engagement filters) come in Sales Professional and the Reporting Add-on, respectively.
Here’s the full breakdown:
Sales Free (inside of HubSpot CRM)
Record call dispositions, and view them on any record’s timeline.
Report templates on sales content (calls, meetings, sequences)
Custom engagement reports (including the ability to filters by type and owner)