Effective communication is a cornerstone of successful client interactions, and minimizing the use of filler words is a key aspect of this. Shilo.ai provides tools to track and analyze filler word usage, helping agents improve their conversational confidence and clarity over time. This SOP outlines the steps to understand and utilize filler word metrics for continuous improvement.
Understanding Filler Words 👇
Call Transcription Monitoring
Shilo listens to every call transcription that goes through your CRM's dialer.
One of the key metrics analyzed is the frequency of filler words.
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.