Course offered via an on-demand Internet marketplace: marketplace.sivox.net

Solution teaches, analyzes and grades what your agents need to know as well as how they say it.  Agents interact with simulated customers and system screens as if they were handling real calls. 

SIVOX Partners and Call Center Learning Solutions (CCLS) have developed the next generation of Call Center Training.  "This is a highly cost effective approach for coaching and training agents to handle live calls with limited impact on dedicated resources,” said Ellen Greene, President of Call Center Learning Solutions.   

The new interactive Contact Handling Skills Course takes advantage of the latest Internet and Network technologies and can be deployed through an on-demand, Software as a Service (SaaS) solution.  "SIVOX RealCall™ is a real-time coaching and training solution that uses speech analytics to provide interactive feedback to agents who handle practice calls in a simulated environment. Contact centers can see a dramatic improvement in the efficiency and effectiveness of their agents using our solutions," said Jeff White, Chief Executive Officer for SIVOX Partners.

SIVOX Partners are offering an exclusive “sneak peak” online of the Customer Care and Contact Handling Skills Course. 

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Home arrow Learning Methodology
RealCall
With SIVOX RealCall™, Contact Center Agents learn by doing, not by watching. Dynamic training simulations created using SIVOX RealCall™ give trainees interactive experience with customer scenarios and contact center systems before taking that crucial, first live call. SIVOX RealCall™ delivers the most effective and customized call center training available, because the simulations are based on the best practices from your organization, not canned, generalized scripts. Best of all, SIVOX RealCall™ simulations are created in hours –not days or weeks– by your call center professionals, and are easy to edit, change and redeploy.

The SIVOX RealCall system gives you:

RealCoach Speech Recognition.
The system actually listens to the trainee's speech and through comparisons to ideal responses, reacts to and guides the trainee along the best path during dynamic training calls.

Real-Time.
SIVOX RealCall™ uses a powerful speech-recognition engine that actually listens and reacts to what the trainees say - providing instant feedback and allowing agents to retry segments immediately.

Replication of your data systems.
Interactive screens from your Contact Center data systems are used in the simulations, including input fields. Trainees learn systems during simulated calls, where system knowledge is actually put to use.

Knowledge Center.
A unique repository of present and past simulations, as well as expert advice, quizzes and tutorials, the SIVOX Knowledge Center is a constantly evolving library of Contact Center training for your organization.

Training Reports.
over 110 trainee metrics are tracked, including trainee voice quality and clarity, accuracy of system tasks and call times. Reports can be used in support of initial training through advanced certification of agents.

No programming skills required.
SIVOX RealCall™ simulations are created in a unique development environment in standard text that requires no programming skills. And because it is Java and Web based, has minimal impact on the existing computer systems in your enterprise.

Event-Based Simulations.
The speed and ease of simulation creation and assignment lets you build them to match short term needs (such as sales promotions or service changes) or help train and track against new regulations.

* National Training Laboratory
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Item Title
Introduction to RealCall (9MB - Flash)
Real Call Demo
SIVOX Realcall ROI Benefits
RealCall Reporting
Using RealCall
Authoring
Static Versus Dynamic Simulations
 
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  • RealScreen  ( 2 items )
    SIVOX RealScreen™ uses speech recognition and RealCall™ activity monitoring to assess job skills, including the ability to navigate, multitask, accurately enter data, verbally interact, check for proper pronunciation and process customer requests. Unlike traditional static assessments, RealScreen provides an interactive full immersion screening simulation solution designed to assess aptitudes and predict work place behavior for call center agents.

    Benefits
    • Lowers subjectivity and achieves consistency in job skills screening.
    • Provides a standardized yardstick for managers to measure cognitive and behaioral skills for more accurate hiring decisions.
    • Improves profitability and customer satisfaction.
    • Leads to significant return on investment to organizations.
    Features
    • RealScreen™ assessment consists of two modes - Practice and Assessment.
      • The Practice mode is a tutorial for the applicant to understand every facet of the test prior to formal testing.
      • The Assessment mode is the formal test where the applicant is evaluated.
    • Data can be centralized with the applicant's results reported to the HR manager for review.
    • A master report of all the results is collected and can be shared with HR systems.
        RealScreen's™ full immersion simulation technology provides an environment where an applicant's job skills and aptitudes such as problem solving, computer aptitude, speech ability and proper pronunciation can be evaluated in true-to-life situations prior to the hire.
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