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Simulation training is a relatively new idea in the
contact center, but its benefits are already becoming
apparent. Studies have shown that customer service and
satisfaction are greatly enhanced because of these
training programs, but the degree to which these
programs help depends on the specific program and how
it is implemented. There are programs that offer
anything from general simulation, that may be geared
toward a contact center but not to a specific company
or industry, to those that are implemented based on a
company's particular contact center needs. Ulysses
Learning's CallMentor,
reviewed in the May 2001 issue of Customer Inter@ctions
Solutions', offers an example of more general
simulation. Now, TMC' Labs offers a look at a
product from the other end of the simulation/training
spectrum -- Simtrex's StarTrainer.
STARTRAINER
StarTrainer is separated into three different
components: StarDesigner (the developer software), the
Student Administrator and StarRunner (the client
software). When StarTrainer is implemented, Simtrex
works with the customer to plan and develop a training
program, which closely simulates a specific system and
situation that a contact center representative would
experience when dealing with a real-world consumer.
StarDesigner is a developmental tool used during the
implementation stage, which usually takes
approximately six weeks to accomplish. In this time,
scheduling and planning is conducted, content is
collected, a set of scenarios is developed and an
average of two weeks of training on the new system is
provided. There are usually six scenarios with each
simulation varying in terms of what is being said, the
caller's voice and other variations of a call.
Student Administrator. While we did
not look at StarDesigner because it is primarily a
development tool, we did log into the Student
Administrator and added a few users to the system. To
create a new user, we simply used typical Windows
conventions, typed in general information and selected
the type of user from a drop-down list (trainer,
student, designer, etc.). New departments, classes and
courses can be established if the server is set-up for
this type of entry. Reports for simulation topics such
as course content, lesson scores and user assignments
can be created. In addition, the lesson status can be
tracked and observed through the Student Administrator
and scores can be rated so the student's level of
achievement can be assessed. Overall, while a bit
simplistic in nature, the administrator is
easy-to-use, especially with the assistance of the
help files. While it can benefit from more advanced
tracking functionality, the Student Administrator does
handle the administrator or supervisor's basic
StarTrainer needs.
StarRunner. The bulk of StarTrainer
is the client, StarRunner, which is the actual
training sequence of the program. When the initial
implementation is complete and Simtrex installs the
appropriate server applications (SQL and Simtrex's
audio, design and student) on an NT Server, StarRunner
can be run from the server. Shortcuts to StarRunner
can be created for any PC used for the training.
Upon entering the appropriate user name and
password, we selected remote audio and entered the
identification number for the headset we were using.
We were set up through a switch that was connected to
a 1 amp max power supply. An Amphenol cable links from
the switch to an extension box, and then analog cables
are connected to special headsets. When turned on, the
identification number is spoken to the user over the
headset. After this number is entered at the prompt,
the headset is linked with the client and the
StarTrainer audio server.
Lesson Plans. At this point, we were
ready to examine a demo of an actual client system
from a healthcare insurance company. This system is
very similar to other implementations of the
StarRunner client. This particular system was
separated into seven lessons. The first three lesson
plans we saw consisted of an introduction, a model
call and coaching instructions about what should
generally be done with most calls and, more
specifically, how the model call should be handled.
The model call depicts both the caller and the
representative taking the call. The representative
speaks in a clear, cheerful voice and tone, answering
the caller's questions according to company procedure
and enters the data into the system in the appropriate
manner. This call acts as a 'model' to demonstrate
how the call should be handled. The instructions are
separated into many segments so the user can repeat
particular recorded learning sequences to obtain a
better understanding of the information being given.
The next four lessons we reviewed were the keys to
the overall success of the program, as these are
exercises during which trainees actually perform the
tasks instead of merely listening and memorizing. The
first of these lessons allows trainees to record their
own voices to replace the voice from the model call.
Trainees read off a script when prompted, essentially
replacing the model representative. The second lesson
allows the trainees to listen to their results over
the headset. They can hear where the recording sounds
weak or strong and how their tone of voice sounds in
order to improve on their communication techniques.
Supervisors can also listen to the recorded prompts.
The third lesson focuses on using the keyboard and
mouse effectively while taking a call. By typing and
selecting the appropriate actions to be accomplished
during a call simulation, the trainee learns how to
use the company e-service software effectively with
speed and precision, which would most certainly
benefit the employee when taking a live call. The
fourth lesson allows trainees to use all the skills
learned in the previous lessons so they can handle the
entire simulated call -- appropriately speaking,
listening, typing and clicking when required.
The final lesson of the training demo is an actual
evaluation to ascertain what the trainees learned from
the simulated call. The trainees take a final quiz and
then are given a summary of how they performed in
simple graph format. In addition, the summary reports
the number of errors for a trainee's data entry and
for navigating the software (keyboard and mouse
technique) and a call handling time that indicates how
quickly they performed a simulated call. This time may
be compared to the call handling time of the model
call.
CONCLUSION
Since the interface and the format of StarTrainer
depends on what the customer wants, it is difficult to
assess how well the system works. The results are
varied based on who is using it. However, the training
demo we examined has the trademark of a quality
simulation product that can help medium-sized to large
companies with customer service and contact centers.
The strength of StarTrainer is its ability to plan and
be flexible with Simtrex's customers to deliver a
sound training program that can be used for many
different employees. Representatives would be prepared
for many live call situations, and companies can
benefit greatly from the StarTrainer
simulation-training program.
[ Return
To The July 2001 Table Of Contents ]
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