Shilo’s Insights provides a one-click solution to analyze call patterns, highlighting key strengths and areas for improvement. This guide explains how agents and sales managers can efficiently navigate Shilo’s Insights to assess and enhance call performance.
Shilo's Insights Overview
1. Accessing Shilo’s Insights
Navigate to the Agents tab in Shilo.
Select the agent whose call data you want to review.
Locate the Shilo’s Insights button on the top right of the screen.
Click the button to generate an overview of the agent’s call performance.
2. Understanding Shilo’s Insights
Shilo analyzes all calls made by the selected agent to identify consistent patterns in performance.
The system then generates a summary of the agent’s top three strengths and three areas for improvement based on past calls.
3. Example Breakdown of Insights
For example, if an agent named Sarah has her calls analyzed, Shilo may generate the following insights:
Strengths:
✔ Professional, warm introductions.
✔ Strong rapport-building skills.
✔ Clear communication of next steps.
Areas for Improvement:
✔ Reframe challenges positively.
✔ Set clear and actionable next steps.
✔ Personalize conversations and add value.
4. Reviewing Insights as a Sales Manager
Sales managers can access call summaries for each agent by selecting the individual agent’s profile and clicking Shilo’s Insights.
This provides an overview of performance trends across all calls made by that agent.
Best Practices
Review insights regularly to track agent progress and development.
Encourage agents to apply suggested improvements in their daily calls.
Use insights for coaching sessions to provide targeted feedback based on actual call data.
Monitor trends over time to assess team-wide improvements and training needs.