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.
Q. How long does it take to get RealCall up and running?
A. An effective implementation takes roughly 60 days from signing of the contract to a completed rollout.
SIVOX experts work with contact center trainers and business leaders within your organization to analyze corporate needs and customer requirements. They then spend the time working with these experts to develop the initial simulations, and train their creators on optimum techniques for future development rather than simply loading the software and leaving a manual behind. The SIVOX program includes certification courses on simulation creation and facilitation. Additionally, there is complete knowledge transfer in order to assure that SIVOX RealCall continues to provide optimum ROI after rollout. In addition, SIVOX experts are available through service packages should a new need arise.
