KeyAudio

Q. What are the primary benefits of KeyAudio?
A. KeyAudio leverages the Keynomics KeyTrain exercise for proper keying techniques and understanding good ergonomic habits, the first steps towards reducing costs and improving productivity while at the same time creating a safer work environment. By creating transparency on the keyboard, making keying as easy as writing on a piece of paper with a pencil, the agents begin to see improvements in the area of multitasking. KeyAudio allows participants of the Keynomics performance system to practice their new keyboarding skills in concert with audio segments. Learning to key while listening, takes multitasking to a higher level. The modules are compounding, in that keyboard speed and accuracy are still being measured as the voice element is introduced to the training. The program is also measuring the improvement of listening, pre and post training, by looking at the number of replays the agents makes while going through the training. KeyAudio is indicative of how agents key during their daily routines and provides a bridge between the Keynomics keyboarding course for alpha, top line, and 10 Key - and the Real World.

Q. What are the system requirements to use KeyAudio?
A. KeyAudio has the same system requirements as the other modules that make up Keynomics training, Microsoft Windows with Internet Explorer 5.0 or above. To hear the audio clips as they are played, the system must be equipped with a sound card and speakers or headphones.

Q. Is KeyAudio too loud to use in an open environment?
A. Remember that 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 the advanced KeyAudio 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 KeyAudio 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 KeyAudio. If the agent’s workstation has a sound card and headphones, then KeyAudio training should continue at the agents’ workstation. If you need to move training for KeyAudio 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 KeyAudio training. Option #3 is to go through the KeyAudio training in a training room with the keys uncovered.

If you are including KeyAudio 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 KeyAudio training.

Q. How long is the training?
A. KeyAudio training consists of an assessment portion and 10 exercises. The course should take most participants around 3-4 days, keying one hour a day to complete. The 10 courses are designed to allow participants to practice all their new keyboarding skills in a more realistic environment. The exercises will cover Alpha, numeric and mix training.

Q. How can I do this if I have already been through the regular Keynomics training?
A. You may assign agents to participate in the KeyAudio audio assessment and then upon completion, schedule them to take only the audio portion of the training. If your agents are already keying transparently, then there is no need to cover the keyboard again to take this portion of the training. You may consider reassessing your team on the baseline keyboard skills. If they need any refresher training, you can consider giving them the refresher exercises and then institute KeyAudio training.

Q. Can I do the assessments (alpha, Top Line, 10 Key, KeyAudio, CallEmulator and KeyTabs Pus) in any order?
A. The KeyAudio and KeyTabs Plus assessments are 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 KeyAudio assessment works?
A. The KeyAudio assessment works like all other Keynomics assessments. Participants login and take the audio assessment after other assessments are complete and normally before the standard training has begun. Once a user has completed the standard training they may begin the KeyAudio portion. At the end of the KeyAudio training, reports may be run just like other Keynomics modules, to compare results from the initial assessment and the final exercise. This provides feedback on the improvement a participant has when keying off of audio as a result of the Keynomics training program.

Q. How much does KeyAudio cost?
A. There are no additional costs to take advantage of the KeyAudio module. Access to all upgrades and new features are available to all of our current customers who are under a maintenance agreement.

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

Q. Why are some clips longer (more difficult) than others?
A. Some of the audio clips were designed to be longer and more challenging. The result is the creation of real world scenarios AND acts as a gauge for improvement of the full range of listening skills. These longer and more challenging exercises help ensure that more focus is spent on listening skills.

Q. What is the impact of KeyAudio on existing users compared to new users?
A. KeyAudio was designed to address the needs of the existing Keynomics user as well as the new Keynomics user.

For the Keynomics user that has already completed basic Keynomics training, KeyAudio acts as a standalone training module for Listen-to-Key skills. The program takes advantage of the keyboard skills, translating them into a better ability to multitask. It is in this area where you will see the most improvement.

For new users, if integrated with the new hire assessment modules, you ensure that first and foremost you are bringing the right skill set into the company. If in addition, KeyAudio is integrated into the new hire training program, you also ensure that your newly hired agents are more productive more quickly to gain the best Return on Investment. You will achieve the baseline keyboard improvements in speed and accuracy and the related multitasking improvements. KeyAudio will further enhance the ability to multitask.

For agents that are already in a Call Center and are going through Keynomics training for the first time, they will initially become transparent keyboard users and improve speed and accuracy. As they put these new Keyboard strengthening skills to use moving through KeyAudio, they will reap the benefits of the ability to Talk, Type and Listen.

Q. With the announcement of KeyAudio, would this be a good time to reassess my team?
A. Keynomics recommends that you minimally reassess your team on a yearly basis. There is nothing that precludes you from repeating Keynomics training. Even with speed and accuracy improvements of 50% (or more), if Keynomics training is repeated after an extended amount of time, you will still expect improved efficiencies. All that’s needed are ordering of the colored dots from Keynomics and training can be repeated. KeyAudio affords a reason to reassess your team, and either put them through KeyAudio training or Pilot the existing group through the entire program again.

Q. Can you tell me how I can use it now?
A. Email Keynomics at keyaudio@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.