Management Training Replay

This training is for managers, team leads, and admins. It explains how to lead with Shilo, not just use it, by turning call scores, coaching feedback, team insights, and role play into a repeatable coaching system.

Use this replay if you want to understand:

Shilo analyzes your team's calls and gives visibility into the conversations happening across your business. Each call receives a 1-5 star score, along with coaching feedback and team-wide insights.

The star rating is built around three core behaviors:

A 1-2 star call needs improvement. A 3-star call is satisfactory. A 4-star call is great. A 5-star call is elite and worth using as a training example.

As a manager, you are not just coaching scores. You are coaching the behaviors that lead to more appointments, stronger conversations, and more closings.

One of the fastest ways to use Shilo is to give new agents a role play folder before they start working live leads.

Create an onboarding folder in the Team Library and add 5-10 call scenarios that new agents should master. Good onboarding calls often include realistic lead sources, early-funnel stages, and calls where the next step was not clearly defined.

To build the folder:

Agents can then practice those scenarios in Shilo before they get on the phone with live leads. In the Team Library overview, you can track attempted, completed, and mastered role plays.

Attempted means the agent submitted the role play and received the same or lower star rating. Completed means the agent reached 4 stars. Mastered means the agent reached 5 stars.

Use Shilo as an encouragement tool during sales meetings. Open Shilo, review recent performance, and call out everyone who earned a 5-star call.

Recognition matters because it reinforces the exact behaviors you want repeated: building trust, handling objections well, and getting a clear next step on the calendar.

You can also use 5-star calls as examples for the team. When agents see what great calls sound like, they have a clearer model to follow.

Shilo can help managers run one-on-ones with less prep and more useful coaching.

Start from the Agents view in Shilo Insights. Look for agents who are below the 3-star goal, have a lower next-step-defined rate, or need extra coaching attention.

When you open an agent page, use the time filter that matches your coaching cadence, such as the last 14 days or last 30 days. Review their average star rating, conversations, appointments, call trends, and defined next-step rate.

Then pull Shilo Insights to review their top moments and top possible improvements. Shilo can also suggest role plays based on that agent's own calls, which gives you a clear homework assignment for the next one-on-one.

The Signals tab gives additional coaching context based on the agent's calls. It can show communication patterns, motivators, fears and avoidances, conflict style, social orientation, and recommendations.

Signals requires enough call data to be useful. If an agent does not have at least 10 calls, they may need more call activity before the Signals view appears.

Use this replay as a manager playbook. Start with one high-impact habit: create an onboarding role play folder, recognize 5-star calls in your next sales meeting, or use Shilo Insights and Signals in your next one-on-one.

The goal is to make coaching more consistent, specific, and tied to the behaviors that move leads through the pipeline.