Full Immersion Simulations applied to Assessment and Certification Testing - SIVOX 2005.

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Executive Summary

Organizations are deploying certification programs to test and build employee
competencies and performance on the job. Well constructed certification
programs must first assess what the goals of certification are, then to formulate
the best possible program to attain those goals. SIVOX has developed advanced
customer interaction simulations that closely approximate live customer calls and
customer scenarios: this capability is an effective way to build competency and
test preparedness in an on-going certification program. Using SIVOX RealCall
customers such as Sprint, MCI and SBC have realized significant gains in agent
performance, agent retention and in customer satisfaction. Return on investment
calculations using SIVOX installed customers clearly demonstrates savings of
hundreds of thousands of dollars each year. SIVOX RealCall is available as a
pilot product to determine the project scope and use of simulation in a
certification program.