Train & Develop your contact centre staff, optimise your workforce

Overview

VPI Coaching puts knowledge in the hands of those who need it, precisely when they need it the most.

This tightly integrated system delivers training content and messages to agents, in real time, to improve their efficiency and enhance productivity. Contact centre's that use VPI Coaching have better trained, motivated and empowered agents, which invariably results in improved customer satisfaction, retention, and profitability.

A highly effective alternative to traditional learning, electronic coaching can also be used to complement your current training programs. VPI Coaching has been designed specifically to meet the needs of contact centre operations managers and trainers who are required to constantly improve agent performance. It enables them to provide on-going training in a dynamic environment.

Maximise Training & Coaching Impact

VPI Coaching enables you to send targeted training content to your agents. The material is customised based on agent skills and distributed when it is most relevant thereby improving each agent's opportunity for success.

The software allows for easy content creation and testing. You can include your existing or new 3rd party content.

Course content can be organised and intelligently distributed to agents and managers, either individually or as a group. Training can be assigned manually in a classroom setting or delivered automatically to custom Web pages or agent desktop dashboards. Training can be based on business rules such as performance results or schedules.

Use Integrated Systems to Customise Contact Centre Training

VPI Coaching is part of the award winning VPI software, an integrated, modular suite of workforce optimisation solutions. The suite's powerful analytics systems can be used to automatically identify call recordings that represent the best and worst customer-agent interactions; these can then be embedded in training materials.

With our system, you can ensure that training is scheduled for the most appropriate times, to maximise productive uptime and minimize service level impact. Integrated with our agent evaluation software, agents can see their most recent evaluation results on their dashboards as soon as they become available. They can then immediately take action to improve, rather than wait for weeks for a face-to-face meeting with their supervisor.

Rapid ROI and Low Cost of Ownership

Increase Revenue

• Increase sales, collections, and customer service quality from better trained and informed agents
• Reduce lost sales opportunities by the automatic delivery of training when agents are under-performing
• Increase customer satisfaction, retention and profitability with higher levels of service

Reduce Cost

• Decrease training delivery costs
• Decrease agent turnover as a result of their increased confidence and improved performance
• Increase first call resolution
• Make more efficient use of training time and resources
• Reduce ramp-up time for new campaigns and new agents as a result of presenting training content on-line
• Reduce the number of agents sent back for classroom re-training

Increase Agent Productivity

• Achieve continuous performance improvements with automatic delivery of targeted training to under-performing agents
• Get efficient, empowered agents due to fast, efficient delivery of new information
• Have faster resolution to escalations

Measure and Track Training Results

With the system's built-in assessment tools you can easily measure and track the results of your training and its impact on group or individual performance. For a granular assessment, training progress may be associated with specific key performance indicators (KPIs). Use authoring tools to create quizzes that immediately measure the full extent of your agents' comprehension and the retention of your training content.

VPI Coaching provides detailed reporting, allowing you to easily track training usage and test scores. The system's consolidated performance and coaching reports make it easy for operations managers to measure the impact of their training initiatives on improved agent performance.

Reap the Benefits of Real Time Information

Maximize the Success of Each Agent and Supervisor

• Deliver relevant, custom content to agents in real time for new campaigns
• Provide skills-based agent training to ensure progressive agent development, from basic to advanced skills

Deliver Courses Based on Rules or Classroom Assignments

• Rules-based, thin-client distribution system manages the delivery of training content to agents, groups of agents, and managers across multiple sites via customized Web pages or desktop dashboards
• Integration with the Activ! Planner workforce management systems enables automated delivery of training based on work and shift schedules to maximize agent productivity
• Define business rules to trigger the delivery of training materials based on performance
• Classroom training option gives the learning administrator full control of course assignments

Create or Import Training Content

• Training content and methodology adheres to open-standards, SCORM-compliant architecture
• Intuitive content creation and testing tools for easy in-house and 3rd party authoring

Track Learning Progress

• Advanced content management for tag-based content and intelligent distribution
• Assessment tool enables quizzes to be easily embedded or linked to course material
• Tracking capability allows managers and trainers to quickly measure if training was viewed and understood
• Consolidated reports measure the results of coaching and training and track the impact of specific training on performance