"Hold in while I"...is not an acceptable response.

Now that you have identified the right person for the right job, its time for them to acquire the knowledge and experience  that will make them successful.

Gaining knowledge and experience without the chance of putting current and prospective customer relationships at risk is the key to building the confidence and skills that drive and elevate agent effectiveness. Also, it is the key to improving  the overall customer experience, and acquiring and retaining customers. And.. it is the key to increasing revenue.

At the same time, having the knowledge and skills to be effective is central to reducing turnover.  There are many factors that document the causes for employees to abandon their jobs within the first 90 days. However, common sense and all the studies done to date agree:  The more successful an individual is, the more satisfied they are with  the job; and the earlier success is achieved, the greater the possibility they will stay.

Mission-Critical Training

Simulating an interaction is one thing; simulating the environment is everything. Rich, robust and credible StarPerformer simulations are able to:

• Expose employees to all aspects of a call and allow employees to discover and explore alternate strategies
• Expose employees to a wider variety of situations in less time
• Respond intelligently to extraneous dialogue or statements made out of context or order
• Implement track, tabulate and report on the same Key Performance Indicators used operationally
• Access customer/prospect data bases or live calling lists in order to play the role of  different individuals with the appropriate mix of actual demographics.
• Combine mutually reinforcing multimedia, traditional 'classroom' material with the speech-enabled 'lab' experience
• Access the same knowledge bases that support operational personnel optionally using speech to communicate the textual content.
• Enable the use of  interviews in addition to implementing more traditional forms of testing

Continue on to see why StarPerformer beats traditional role-playing and how it does Performance Measurement and Analysis)

Immersion in realsistic simuilations enables employees to:

• Develop program specific soft-skills and techniques,
• Learn how to use business support systems (SAP, Siebel, home-grown, etc.) ,
• Acquire essential product knowledge and feature set awareness, and equally as important,
• How to deal with various customer types and situations with which they will eventually interact.