The Diligence category within League Play helps to gamify how thorough your team is being when they log their interactions with customers. When forms are filled out or when notes are added to activities, users can earn additional points that build into their overall League Play score, among other related actions. Administrators determine how many points each diligence action is worth with the added option of creating customized diligence actions that allow you to incentivize the team to fill out specific forms when logging activities.

Below is a summary of the Diligence actions and how you can leverage them into positive outcomes for your team!

Diligence Actions Explained:

Check-in: note length bonus (1k+ char) - Bonus points awarded when a user includes longform notes within a check-in. The character count must be greater than 1,000 to qualify.

Check-in: per hr duration - Bonus points awarded to users for the amount of time spent doing check-ins. The "Reported" Duration is used to calculate bonus points.

Check-in: with notes bonus - Bonus points awarded to users when they include any notes inside of a check-in.

Form: completed - Earned each time a user fills out any form and submits it within a check-in, meeting, or phone call activity.

Goal: completed on time - Earned when a user accomplishes any of their goals on or before the goal's deadline.

Meeting: note length bonus (1k+ char) - Bonus points awarded when a user includes longform notes within a meeting. The character count must be greater than 1,000 to qualify.

Meeting: per hr duration - Bonus points awarded to users for the amount of time spent doing meetings. The "Reported" Duration is used to calculate bonus points.

Meeting: with notes bonus - Bonus points awarded to users when they include any notes inside of a meeting.

Note: completed - Earned whenever a "Note" activity type is submitted by a user.

Phone call: note length bonus (1k+ char) - Bonus points awarded when a user includes longform notes within a phone call activity type. The character count must be greater than 1,000 to qualify.

Phone call: per hr duration - Bonus points awarded to users for the amount of time spent doing phone calls. The "Reported" Duration is used to calculate bonus points.

Phone call: with notes bonus - Bonus points awarded to users when they include any notes inside of a phone call.

Task: completed on time - Earned when a user accomplishes any of their Tasks on or before the task's due date.

Custom Diligence Actions

Custom Diligence actions allow you to add customized point earning actions to the Diligence category based on what forms your team is filling out during their activities. For example, if you have a form called "Cold Call Form", then you can create a custom diligence action where you award say 3 performance points every time a rep logs a cold call into Outfield. This allows you to incentivize the team to do certain activities with customers (assuming you have a form built for it!).

To set up a Custom Diligence Action, follow the steps below:

1. Click "+ Add Diligence Action" near the bottom of the Diligence section of your Performance System
2. From the "Select Form" dropdown, choose the form you want to reward your team for completing.
3. Then, determine how many points a team member should be rewarded for achieving this custom diligence action in the box labeled "Performance Pts". This can be adjusted later within Performance Settings if needed.

Leveraging "Diligence" for Better Utilization

The Diligence category helps to measure the thoroughness applied to activities your team submits into Outfield. Our thought, is that logging your activities into Outfield is good, but including all of the relevant and necessary details of your activities is even better, especially when your goal is to capture quality insights from your customer interactions. If you are finding that your team logs activities but the data you receive on the back end is lacking, the problem may be linked to poor Form adoption. Our suggestion here would be to bump up the amount of points your team receives for completing their forms and run a contest to see who can get the most points in a month. Keep in mind, you can add custom diligence actions to incentivize the team to complete specific forms, which is perfect for new product launches and other initiatives you may be running.

If you have any questions regarding Diligence points or configuring your Performance+ system, please reach out to support@outfieldapp.com. We can guide you towards success with your Gaming CRM!