This outlines the importance of reducing monologues in conversations to ensure effective, client-focused communication. Monologues, where agents speak continuously for extended periods, can hinder engagement and miss opportunities to address client needs. By following this guide, agents can learn to shift their communication style toward concise, client-centered interactions, improving overall performance and lead engagement.
Understanding Monologues 👇
1. Understand Monologues:
Monologues are instances where an agent speaks for more than 10 seconds continuously.
Agents tend to become wordy, often talking about themselves.
2. Focus on the Client:
The goal with Shilo is to ensure that communication is focused on the client or lead.
Information should be clear and centered around the client's needs.
3. Initial Data Collection:
Upon onboarding, the number of monologues tends to be high, often at 100%.
4. Improvement Over Time:
As agents use Shilo more, the number of monologues decreases.
Agents become better at asking questions and providing clear, concise responses.
5. Effective Communication:
Over time, agents learn to speak clearly and directly to help the lead.
The reduction in monologues indicates improved communication skills.