About Keynomics

Q. Who is Keynomics?
A. Keynomics is a leading provider of Workforce Computer Keyboarding Optimization targeting Call Centers, Claims and Workforce Production personnel.

Q. What does Keynomics provide?
A. Keynomics is the leading provider of Call Center, Claims and Workforce quality and productivity software. Our customers see dramatic results in the areas of: Typing Speed, Typing Accuracy and a 5-20% average productivity improvement.

Q. What market does Keynomics address?
A. Keynomics is a key component of Workforce Automation and Management. The company has traditionally been strong in the Insurance Industry and Health Care organizations. Keynomics also serves Financial Organizations, Mortgage companies, Credit Card Processing Companies, Mutual Funds and Utilities.

Q. How long has Keynomics been in business?
A. Keynomics was founded in 1973 to improve corporate keyboarding skills.

Q. What is the Keynomics Performance System?
A. The Keynomics Performance System is a proven training method for users to increase productivity and improve quality by learning to use the computer keyboard in a transparent fashion. It is the only product of its kind proven to save corporations substantial sums of money, while enabling participants to work with a higher degree of safety and productivity.

Q. What keyboard training does the Keynomics Performance System provide?
A. Participants are trained on the Alpha Keyboard, Numeric Keypad (10-Key), Top Line (special characters) and Ergonomics

Q. Where is Keynomics Headquartered?
A. Keynomics is headquartered in San Francisco, California.

Metrics on Keyboard Skills

Q. Is there a direct correlation between typing speed and AHT?
A. Yes! Keynomics studies have shown that the top 20% of fast typers have a 25% shorter Average Handle Time (AHT) and the bottom 20% have a 15% longer AHT

Q. Do you know the average % of employees trained properly on a keyboard?
A. Keynomics studies have shown that typical only 1/3 of Call Center staff is properly trained in Talk, Type and Listen skills.

Keynomics Pilot

Q. Why should I do a Pilot?
A. On average, agents can easily spend 33% (or 1/3rd) of their time using the keyboard (entry/navigation/retrieval). If an agent's annual salary and benefits are $30,000, then the average annual keyboard use cost is $9,900 (exclusively for intermittent keyboard use). With 100 agents or even 300 agents in your Call Center, the keyboarding cost is significant - $1M for 100 Agents, and $3M for a center with 300 agents. That's a fair amount of time and money allocated to a single core competency!

Q. How long will the Pilot take?
A. The entire Pilot takes approximately 3 months - that includes planning, training and analysis.

Q. What is the Center's Employee's commitment during the Pilot?
A. One hour per day for a total of 15 hours over the course of 3 - 4 weeks.

Q. What are the typical results you find with improved productivity?
A. We see anywhere from 5% to 20% productivity as measured by our customer's productivity metrics.

Q. How long does it take to see results?
A. Results are seen within 15 days.

Q. Will the employees trained retain what they have learned?
A. Yes! This is why the training is done over a period of time, is self paced and includes refresher courses.

Reports

Q. Are the reports online and in real time?
A. Yes - all reports are retrieved in real time, online.

Q. What type of reports will I get?
A. The system continuously monitors the progress of all participants. These resultant statistics can be analyzed through numerous evaluative reports.

Q. Do the reports allow me to measure results?
A. Yes. Supervisor reports allow you to observe improvements in real-time, examine trends in training, forecast gains based on progress and verify performance improvements at the end of training. The Return on Investment report forecasts potential gains while participants are in the midst of training, and approximates your company's savings based on the participants' final performance improvements.

Training

Q. What will I need to provide to Keynomics in order to do the training at my facilities?
A. The only end-user requirements are a Workstation connected to a high speed internet line with a compatible Web browser.

Q. How long is the training?
A. The total training is 15 hours, for one hour per day over the course of 3 - 4 weeks

Q. How many users can be concurrently trained?
A. Because the service is offered on Keynomics servers, the number is virtually unlimited.

Q. How do I track the progress?
A. Keynomics provides Pre-, Mid- and Post-Training Reporting - Statistics of Participants' advancements are recorded and distilled to compare actual project progress versus the initial project plan. Data is collected on each individual's keyboarding and ergonomic skills before, after and throughout their training experience, enabling a variety of minutely detailed reports to be generated on an individual, a department or the company as a whole.

Q. What can I expect to see form the Project tracking?
A. Project tracking insures a managed outcome - a guaranteed minimum result - by enabling Coordinators and Project Managers to intervene and encourage participants when needed. This keeps management aware of the project progress and ensures that goals are met.

Competition

Q. Who does Keynomics compete with?
A. Keynomics has no direct competition. The following table reflects how we compare to simple typing programs

Keynomics Process vs. Simple Software	Keynomics	Typing Software
History of Return on Investment?	YES	NO
Shows Measurable Productivity Gains?	YES	NO
Permanently Changes Human Behavior?	YES	NO
Dedicated field staff assigned to manage your outcome?	YES	NO
Equally effective in 100, 1000, or 10,000 employee implementations?	YES	NO
Automated Management system to keep you on track?	YES	NO
Advanced Corporate Reporting?	YES	NO

Ergonomics

Q. Can the system help repetitive stress issues?
A. Yes. Employees' growing reliance on computers has also carried with it potential ergonomic risks such as tendonitis and Carpal Tunnel Syndrome. The Keynomics Performance System instills ergonomically correct, risk-reducing workstation skills tailored to each individual.

Q. What number of Call Center staff typically is not trained on Ergonomics?
A. Keynomics team members have conducted studies and found that more than 9 out of 10 people either don't have the skills or the ergonomic knowledge necessary to maximize safe, productive computer use. They suffer from poor personal posture, work within maladjusted physical environments - and lack the education to correct these problems.

System Requirements

Q. What sort of system do I need to use Keynomics?
A. Keynomics offers the service as an ASP and is a WEB based application that runs on any computer with an Internet connection and Internet Explorer 5.5 SP2 (6.0 or above preferred). As a result there are no "information system" hassles.