Effective communication is a cornerstone of successful client interactions, and filler words can often serve as a useful indicator of confidence levels. When we track filler word usage over time, an upward trend week over week may suggest that someone could benefit from additional training or support in a specific area.
Filler words themselves are not inherently negative — they’re simply a signal that a person may not feel fully confident in the conversation. Even when someone is confident, excessive filler words can still affect how they are perceived, potentially making them come across as uncertain or less assured to clients.
The following filler words are what Shilo looks for:
"um"
"uh"
"hmm"
"mhm"
"uh-huh"
"ah"
"huh"
"hm"
"m"
Initial Onboarding
During the initial onboarding phase, it is normal for the use of filler words to increase due to the lack of prior data.
Tracking Progress
Over time, as agents continue to use Shilo and track their metrics, the frequency of filler words typically decreases.
Improvement Through Confidence and Clarity
The reduction in filler words is attributed to increased confidence and clarity in communication, facilitated by Shilo's grading system.
Expected Outcomes
Continuous use of Shilo results in agents becoming more confident and clear, leading to a natural decline in the use of filler words.