Best of Show Award SIVOX RealCall™ Receives Call Center Demo & Conference "Best of Show" Award for 2006
 
Home arrow Return On Investment
Return On Investment
SIVOX RealCall has provided direct benefits that provide measurable cost saving and in real-life SIVOX implementations at training facilities in enterprise-wide installations in Fortune 500 companies. These customers are seeing hard-dollar results in these key areas:
15% - 40% Reduction in Agent Attrition: Agent attrition has been a traditional problem for call center with personnel turn over rates running at 40-90% of total call center employees.
10% - 25% Reduction in Initial Training Time: The cost of hiring and training new employees runs from $2,600 to $15,000 per new agent according to a Purdue University study. SIVOX is built on performance-based training methodology, which uses short, repetitive learning breaks to capitalize on the way the human mind reads and assimilates new information to remember more of what they have learned.
12% - 24% Reduction in Average Handling Time (AHT): Average call handling time has been a traditional measure of call center productivity. A better-prepared agent improves not only the quality of the call, but can process calls more efficiently.
25% - 40% Faster Performance Goals Attainment: SIVOX is built on performance-based training methodology, which uses short, repetitive learning breaks to capitalize on the way the human mind reads and assimilates new information. Using SIVOX, CSRs remember more of what they have learned.
25% - 50% Reduction in Role Play Time: While traditional role playing provides immediate feedback and suggestions for improvement, such training is costly, time-consuming and ineffective. The SIVOX solution provides immediate feedback and real-time coaching during sessions, which track and report 110 metrics.
25% - 50% Increase in Agent Selling Productivity: Because agents using dynamic simulations have a deeper and broader knowledge of the company's services and products, they are more capable of handling objections, bridging gaps and closing sales.
5% - 15% Increase in Customer Satisfaction Scores: Because customers are more likely to be satisfied the first time they call, it is less likely they will need to call back.
Using a combination of these factors, SIVOX RealCall customers have projected cost savings between $7 million and $20 million annually for call center enterprises with populations of 5,000 to 15,000 agents; (i.e., for every 1,000 agents, users of SIVOX RealCall are projecting net benefits of over $1.3 million per year).

This Category is currently empty

  • 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.
  • RealCall  ( 7 items )
    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
© 2008 SIVOX Partners