Description

Company For Sale: Calltrainer was founded for the sole purpose of developing better customer service agents and addressing the almost legendary attrition rates or "churn" inherent to contact centers through new hire training and pre-employment screening. This Business is for sale. The below will give more insight towards the product we market.

The Facts On Attrition:

-The global contact center industry experiences an average of 35% attrition.

-The average cost of each turnover is approximately 60-70% of the annual salary of a new agent. ($15,000 to $20,000).
Cost Perspective:

-A call center with 200 agents. Attrition costs will be $1.2 million annually.

-A call center with 5000 agents. Attrition costs will be $30 million annually.

Company takes a different approach to reducing attrition within contact centers and developing stronger agents resistant to the common pitfalls associated with traditional training. We accomplish this with a "learn by doing" approach through simulation training. Our innovative custom training simulations are tailored to look and feel like the software used by any respective facility. By reflecting an individual organizations subject matter, agent environment, and the procedural knowledge that is used to perform at an optimal level, we are able to turn knowledge into experience through simulation training, all from within a safe working environment free from the risk of damaging customer relations.

Our solution can first be used to reduce attrition where it starts, in the new hire intake process. It provides a safe screening method for contact centers seeking to identify prospective employees who are easily intimidated or lack the necessary skills required to succeed.

Globally, the contact center industry has identified agents without the right skills, and agents without the right personality type as key obstacles to reaching their goals. Our solution allows an organization to put each potential new hire in the driver's seat, allowing them to virtually test drive the job they are being hired for, so that both, the hiring manager and potential new hire can determine if the relationship is a good fit. Once found, this full immersion approach builds practical real world experience through the training phase. As the new hire grows familiar with the job environment, the risk of attrition or "walk offs" when the agent hits the floor for the first time is reduced, as they are better prepared to handle the stresses of a live environment due to their investment of time in the simulator.

The goal through the training phase is to allow the agent / new hire to handle the facilities most common call types from a controlled simulated environment, effectively building actual experience without ever taking a live call. This gives agent trainees a forward-looking view of what is to be expected of them when their training is completed. Ultimately, the goal here is to increase productivity by decreasing call times, reducing the training duration and time for each agent to reach full proficiency, but most importantly, reduce attrition in order to make certain customer service levels are met.

Our simulations are unique in nature. Not only do we simulate your actual environment, but we present the skills that are to be mastered by the trainee incrementally through a series of training modes.

Posted Jan 15, 2016

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Disclaimer: DealStream has not independently verified any of the information in this listing and makes no warranty as to its accuracy or completeness.