This SOP outlines the best practices for leveraging Shilo’s Insights feature to analyze agent performance effectively. By using filtering options and understanding the data aggregation process, users can extract meaningful insights to enhance call quality and overall sales effectiveness.
Best Practices with Shilo's Insights
1. Accessing Shilo's Insights
Navigate to the Agents tab.
Ensure calls are filtered in descending order from most calls made to least calls made.
Select an agent with a significant number of calls (e.g., Isaiah, who has made the most calls).
Click on the Shilo Insights button.
Shilo will analyze the agent's call patterns and generate key takeaways, including top three strengths and areas for improvement.
2. Understanding General Insights
The initial insights reflect all calls made by the agent.
Shilo will highlight:
Top 3 Strong Points (e.g., professional introductions, proactive follow-up, clear contact information).
Key Improvement Areas (e.g., clearer next steps, reducing filler words, reframing client concerns positively).
3. Applying Filters for Targeted Insights
To refine insights further, apply filters based on specific criteria:
Select a Date Range (e.g., last 14 days).
Filter by Call Outcome:
Example: Appointments Not Set (to identify areas for improvement).
Filter by Call Duration:
Example: Calls 2 minutes or less (to assess effectiveness in shorter calls).
Click Apply to refresh the data.
4. Interpreting Filtered Insights
After applying filters, click Shilo Insights again.
Shilo will now analyze calls matching the selected criteria, revealing specific patterns.
Examples of refined insights:
Strengths in filtered calls: Personalized follow-up, proactive sharing of options, clear contact information.
Areas for improvement: Setting clear next steps, reducing hesitation, highlighting property benefits, and creating urgency.
Best Practices
Always filter data before analyzing insights for more meaningful results.
Focus on shorter calls or missed opportunities to identify coaching areas.
Encourage agents to use insights for self-improvement by reviewing their common strengths and weaknesses.
Use insights data to tailor training sessions and improve call conversion rates.