Overview
Think of Shilo like a personal trainer for call performance. The 4 R's help guide you through a simple coaching loop:
Rating > Review > Role Play > Recommendations
1. Rating: Health Score - Use the Insights Tab and to find your Average Call Rating
2.Review: Use Shilo Insights to look at your top moments/improvements!
3. Role Play: Practice the calls or skills that need the most reps.
4. Recommendations: Use personalized coaching tips to guide follow-up.
Use this flow weekly, monthly, or to check in on recent performance!
1. Rating: Health Score
Start on the Insights page and review the average call rating. Look for:
- Whether the trend is improving, declining, or staying flat.
- Whether you are consistently at or above a 3.0 average.
A 3.0 average is the baseline goal. If you are 3.0 or higher, you are making more good calls than poor calls. If the score is below 3.0 or trending down, use the rest of the 4 R's to identify the best coaching focus.
2. Review: Build the Workout Plan
Push the Shilo Insights button to review performance over the last 30 days.
- What has gone well recently?
- What still needs work?
3. Role Play: Do the Reps
Use the recommended role play to build confidence! The more you do reps, the stronger you get!
4. Recommendations: Personalize the Feedback
Open the Signals tab and review the agent's Recommendations.
These recommendations give high-level coaching tips based on your personality and call behavior. Use them to get feedback that is specific to YOU instead of generic feedback per call!
Cheat Sheet for reference:
