This SOP provides a guide for understanding Shilo’s call ranking system and using it effectively to improve call performance. Shilo ranks calls based on three key criteria to evaluate and enhance agent interactions with clients. This system helps agents identify strengths and areas for improvement, ensuring consistently high-quality customer service.
Shilo's Call Ranking System Explained
1. Overview of Shilo's Call Ranking System
Shilo evaluates calls using three criteria to determine their quality:
Instilling Confidence: Assessing how well the agent creates a positive sentiment and reassures the client that their needs are being addressed.
Handling Objections: Evaluating how effectively the agent navigates challenges or resistance from the client during the conversation.
Maintaining Sales Momentum: Determining how well the agent drives the conversation toward closing or achieving the desired sales outcome.
2. Example Scenarios of Call Ratings
3-Star Call Example
A straightforward interaction where the agent hits all three criteria without extra effort to inspire or excite the client:
“Hey John, I’ll see you this weekend at 10 a.m. sharp at the address.”
5-Star Call Example
An elevated interaction where the agent engages emotionally, conveys enthusiasm, and inspires the client:
“Hey John, I’m so excited to see you at our showing at 10 a.m. this weekend. You’re going to love not having to rent anymore. Owning a home is so freeing, and I can’t wait for you to experience this. See you then!”
Shilo encourages agents to aim for high-quality interactions that leave a lasting impression on clients.
3. Navigating the Ranking System in Shilo
Home Screen Overview
On the Shilo home screen, the average call rating is displayed at the top.
Preset filters allow you to view top-performing calls and lower-rated calls for targeted analysis.
Call-Specific Analysis
Open any call to see detailed insights, including:
Agent Coaching: Suggestions provided directly within the transcript.
Call Transcript Review: A breakdown of key elements contributing to the rating.
Model Explanation: Hover over the call rating to view Shilo’s reasoning and the model used for grading.
4. Using Call Rankings to Improve Performance
Review top-rated calls to understand best practices and replicate successful behaviors.
Analyze low-rated calls to identify and address areas of improvement, leveraging Shilo's coaching insights.
Utilize Shilo’s feedback to refine skills in instilling confidence, handling objections, and maintaining sales momentum.
Notes
Shilo’s call ranking system is designed to guide agents toward excellence in customer interactions.
Regularly review rankings and coaching insights to continuously enhance performance.