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 Questions Asked 👇
1. Navigate to Home Screen
Upon logging in, navigate to the home screen where you will see the overall progress of questions asked.
2. Understanding the Metric
The "Questions Asked" metric represents the number of questions asked by agents.
3. Initial Data Collection
During the initial onboarding period, Shilo gathers data.
Expect a significant increase (up to 100%) in the "Questions Asked" metric due to the collection of new data from zero.
4. Improvement with Usage
As agents continue to use Shilo and benefit from its instant coaching feedback, their questioning techniques improve.
Consequently, the need to ask multiple questions decreases over time.
5. Interpreting the Trend
It's normal for the number of questions asked to decrease over time as agents become more proficient.
This trend does not indicate a decline in performance; rather, it shows that agents are becoming more efficient and effective in their questioning.
6. Impact on Shilo Ranking
Asking questions remains essential as it contributes to a higher score on the Shilo ranking.
The decrease in the number of questions asked over time reflects improved skills and confidence in interactions.