CallEmulator

Q. What is CallEmulator?
A. CallEmulator is Keynomics next generation advanced agent training module that works in conjunction with the Keynomics Performance System. The program combines audio driven forms navigation with data entry, requiring participants to listen, assimilate and then correctly key data into web forms. The module was built to augment the Keynomics Performance System, attacking call handle time and improvements in Customer Service. CallEmulator is as real as real can get, bringing to call centers for the first time, a realistic training tool that brings significant gains as you measure them.

Q. What are the primary benefits of Call Emulator?
A. CallEmulator was built with input from Keynomics customers. CallEmulator is a follow on product to KeyAudio that shows typically a 20% improvement in listening skills. CallEmulator improves Customer Service while increasing Productivity – they are not mutually exclusive. Learning to key while listening brings customer service and agent productivity to a higher level. The program is indicative of how agents key during their daily routines. Call Emulator allows participants of the Keynomics training system to practice their keyboarding skills against audio segments and acts as a catalyst for improvements between the Keynomics keyboarding course for alpha, top line, and 10 Key - and the Real World.

Q. What metrics are measured?
A. In addition to measuring keystrokes per hour (KSPH) and keystroke accuracy, the system tracks the number of incorrect mouse clicks used in setting checkboxes and other fields.

Q. How long is the training?
A. CallEmulator Assessments: CallEmulator training consists of an assessment portion and a module that includes 10 exercises of training. The assessment is part of the Keynomics Assessment Suite, used by Keynomics and also available to our customers to augment the screening of potential New Hires. The entire Keynomics Assessment suite that looks at keyboard skills and listening skills will take approximately 10 minutes to complete. CallEmulator itself will take approximately 2-3 minutes to complete. CallEmulator Training: CallEmulator training should take most participants 3-4 days to complete, keying one hour a day for a total of 2-3 days. The modules of 10 training exercises are designed to allow participants to practice their skills in a more realistic environment.

Q. Does CallEmulator work in relation with the rest of the Keynomics Performance system?
A. Yes! For agents in a call center, learning proper keying techniques and understanding good ergonomics habits are the first steps towards empowerment and reducing costs and improving productivity, while at the same time creating a safer work environment. By creating transparency on the keyboard, taking the fear out of keying and making keying as easy as writing on a piece of paper with a pencil, the agents begin to see improvements in the area of cost savings, improved productivity and an increase in customer satisfaction.

Q. How can I leverage CallEmulator if my team has already been through Keynomics Performance System training?
A. You may assign agents to participate in the CallEmulator assessment and then upon completion, schedule them to take only the CallEmulator portion of the training. If your agents have mastered Keynomics transparently, then there is no need to re-cover the keyboard to take this portion of the training. You may at this time consider reassessing your team on the baseline keyboard skills. There is not extra fee to do this. If you feel they need refresher courses, you can consider giving them the refresher exercises and then institute Call Emulator training. You might also consider redoing all of the training. There is no extra fee for this as long as you are under a Maintenance Agreement.

Q. Can I do the assessments (alpha, Top Line, 10 Key, and Call Emulator) in any order?
A. No. There is a define process for Keynomics training that has been developed over 25 years. The CallEmulator assessment is last. It follows any other assessments that you elect to take. Alpha, 10-key and Top line assessments may be taken in any order prior to the audio training.

Q. Can you tell me how the CallEmulator assessment works?
A. The CallEmulator assessment works like all other Keynomics assessments. Keynomics provides a password associated with the grouping that you determine (department, division, etc.) Participants come to the Keynomics training website, and using the password access the assessment modules. They input their first name and last name and begin the assessments. This is extremely user friendly. CallEmulator is taken after other assessments are complete and prior to training.

Q. Can you tell me how CallEmulator training works?
A. Participants are assigned to CallEmulator training. Once an agent has completed the standard training (Alpha, Top Line, 10Key, KeyTabs Plus, KeyAudio) they may begin CallEmulator training. At the end of the CallEmulator training, reports may be run just like other Keynomics modules, to compare results from the initial assessment and results from the final exercise. This provides feedback on the improvement a participant has through CallEmulator as a result of the Keynomics training program.

Q. How much does Call Emulator cost?
A. There are no additional costs to take advantage of the CallEmulator module. Access to all upgrades and new features are available to all of our current customers who are under a maintenance agreement. For new customers, CallEmulator is included as part of the Keynomics suite of training modules.

Q. What are the system requirements to use Call Emulator?
A. In addition to the base requirements for the Keynomics Performance system, Call emulator uses pop up screens and audio to present information to the participant. Pop ups must be allowed and the system must have a working audio card and either speakers or headphones to listen to the audio.

Q. Is a mouse required to complete the course or are there shortcuts available for all tasks?
A. While a mouse is not required, most participants will find it easier to use a mouse to navigate through certain sections of the forms.

Q. Is Call Emulator too loud to use in an open environment?
A. Keynomics training takes place at the agent’s own workstations. If sound is an issue at the workplace, you may need headphones for your agents. If headphones are not available at the workstations, you can consider taking only the advanced CallEmulator training in a training room environment and equipping the workstations in the training room with headphones.

Q. What if the individual workstations do not have an audio card?
A. If audio cards are not available at the workstations, you can consider taking the advanced Call Emulator training in a training room environment and equipping the workstations in the training room with audio cards.

Q. Does the keyboard need to be covered?
A. If possible, the training will be enhanced by keeping the keyboard covered with the colored dots. Once keyboard transparency is learned through the alpha, top line and 10 Key modules, your agents will continue with CallEmulator. If the agent’s workstation has a sound card and headphones, then CallEmulator training should continue at the agents’ workstation. If you need to move training for CallEmulator into a training room, there are several options. Option #1 is to bring the keyboard of the agent with the keyboard covered into the training room. Option #2 is to cover the keyboard in the training room with colored dots for the duration of the CallEmulator training. Option #3 is to go through the CallEmulator training in a training room with the keys uncovered.

If you are including CallEmulator for agents that have already gone through Keynomics training, there is no need to recover the keyboard with the colored dots. You can just start the new Call Emulator training.

Q. Can you tell me how I can use it now?
A. Email Keynomics at CallEmulator@keynomics.com or call us at (650) 235-3422 to arrange a call with one of our staff members who will provide an overview of the system and instructions on how to make it work.