The simple truth is that 60% – 70% of center operation expenses are associated directly with labor. In a recessed economy, the three “R’s” (Recruiting, Retention, and Retooling) for call center personnel becomes a mandate for success. Doing more with less can only be realized through empowerment and by improving baseline and advanced skills. The Keynomics Performance System™ brings permanent improvements in productivity, quality and ergonomics to anyone, independent of initial skill levels, working on a computer workstation. Users are equipped and empowered with the skills necessary to interface properly within their work environment – whether they are doing pure transaction processing or more phone-centric, customer service oriented work. The results are independent of the underlying technology in the call center.

Studies by Keynomics show that over 50% of the computer using workforces is not effective at multitasking (doing multiple tasks as the same time talk, type, listen). Instead, team members operate in a continually distracted mode that reveals poor listening skills as they "hunt and peck (one or two fingers on either hand when keying)" their way across the keyboard. This inefficiency drives a company's productivity down and creates unnecessary stress in the workforce as users struggle to meet increasingly stringent corporate goals and objectives.

SYSTEM OVERVIEW

The Keynomics Performance System™ is web-based, self paced, streamlined for each individual participant. The system can be implemented at any location through an internet connection with computers and web browsers. There is no software or server installation required. Nearly all of the work is done at the workstations/desks of the team members, but exercises can also be done within a classroom or at a home office.

The Keynomics Performance System addresses critical workforce productivity needs, including:

• Listening Skills Training: Keynomics results show that listening skills as measured by the Keynomics system, improve by at least 20%. The improvement in listening skills occurs in concert with improvements in keyboard speed and keystroke accuracy.
• Employee Ergonomic Training: Small ergo adjustments provide life skill improvements that repel repetitive stress injuries and improve productivity by changing ergonomic habits .
• New Hire Assessment Tools: Recruitment is enhanced with tolls that measure keyboard baseline skills (alpha, Top Line (combined alpha and numeric), 10 Key), general Screen Navigation tools, and necessary Listening Skills. Beyond this, get a look at their behavioral analytic skills to see how they’ll react on the floor.
• New Hire Training: Integration of the Keynomics training modules into the training curriculum ensure that new hires that have been assessed for listening skills and keyboard strength, are brought up to speed quickly in order to be productive as soon as they hit the call center/contact center/transaction processing center floor. Training has dramatic impact on all individual participants, independent of the skill base going-in.
• Skills Retention Training: Typically, after training is completed, team members continue to improve. To ensure this, team members can be reassessed and if necessary, given refresher courses to further ensure that productivity levels are maintained year after year.
• Advanced Enterprise-Class Reporting - Reports are grouped as; pre-training, in-training, and post-training. Instant ROI views show powerful results where supervisors/managers can view (in real time) the progress of the users and also track their return on investment (ROI).

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SYSTEM ARCHITECTURE

The Keynomics Performance System™ systematically guides users through the training program with personalized courses on how to optimally interface with the computer keyboard. They learn to do this quickly and accurately - eliminating the need to look at the keys. This frees your users to concentrate on their work rather than searching to find a letter or correcting a mistake. Our system automatically develops a customized course and transforms each user into a transparent keyboard user.

The Keynomics Performance System leverages a proven methodology that teaches keyboard users how to type faster and improve accuracy. This results in a better ability to multitask and Talk, Type, and Listen.

TRAINING MODULES

The Keynomics Performance System™ includes the Industry’s most robust suite of training modules on all aspects of agent listening skills, computer keyboard skills, and ergonomics, including:

• Keynomics KeyTrain - Alpha Keyboard Training, Numeric Keypad (10-Key) Training, Top Line (special characters) Training
• KeyTabs Plus - Screen Navigation Training
• KeyErgo - Ergonomic Awareness
• KeyAudio - Listen-to-Key Training
• CallEmulator – Behavioral Analytics Training

Keynomics KeyTrain

KeyTrain’s focus is on introducing the proper finger technique, thereby removing the “fear” of keying. KeyTrain Modules modify behavior as participants learn keyboard transparency. KeyTrain removes the “hunt and peck (one or two fingers on either hand)” method of keying, and also the need to look down at the keyboard. Team members gain confidence and skills! KeyTrain drives content to where the need is the greatest, leveraging speed and accuracy and further ingraining behavior changes through keyboard transparency. The program is personalized and customized.

Keynomics KeyTabs Plus

KeyTabs Plus leverages scanned docs or source docs, as team members lean by practicing keying while toggling between screens or between multiple monitors. Content is entered into form fields, through popup windows. Team members learn how to navigate screens using keyboard shortcuts and the mouse.

KeyAudio

KeyAudio improves call handle time in parallel with improving the overall customer experience. Voice prompts measure repeats and pre- and post- training measurements show the improvements in listening skills. Keynomics measurements consistently show a 20% reduction in repeats – an over 20% gain in listening skills. KeyAudio changes habits, yielding a reduction in Average Handle Time (AHT) and big gains in overall quality. Team members key what they hear. After call work time improves dramatically by reducing the dependency on note pads/sticky notes.

CallEmulator

This advanced training module uses a combination of audio and web forms to emulate a real world Call Center environment. CallEmulator exercises bridge the gap between keyboard skills and how Agents use their skills on the job. CallEmulator leverages the listing skills improvement of KeyAudio, adding the necessity to think and analyze what is heard. All of the elements of a successful “CALL” come into play with CallEmulator; listening skills, keyboards skills, screen navigation knowledge, and keyboard shortcuts.

Enterprise-class Reporting

Pre-training Reports determine Communication and Keyboarding Skills

• Skills Ranking Report – Sequential Skills Ranking from Best to Worst
• Selection Tool – Identifies were the optimal ROI will come from

In-training Reports

• By Individual/by Department
• User Activity by Module
• Weekly Tracking
• Works in concert with Auto Coordinator (real time monitoring of program status)
• Monitors projected End-date

Post-training Reports

• Return on Investment Reports
• Pre and Post Assessment Results
• Participant Evaluations

Where Keynomics Results Occur: Productivity and Quality Gains

• Increase in Applications/Work Processed
• Improved Accuracy of Orders/Improvements in Call Quality
• Decrease in Hold Time
• Decrease in Call Work Time
• Decrease in Talk Time
• Decrease in Handle Time
• Increase in Calls Handled
• Increase in Revenue Against Goal/Up sales
• Reduced FTE AND Improving service levels
• Lowered average overtime costs

Up to 100% Fewer Errors – Getting It Right the First Time

• Calls duration shortened
• Less time to fix things
• Faster payment collection
• Complete transactions
• Correct shipments
• Less repeat work
• The ability to track

KEYNOMICS ASSESSMENT TOOLS- TOPTALENT

TopTalent is for New Hires:

Recruitment and retention of team members is a major challenge facing Executive Management. By assessing for core competencies including keyboard strength, keyboard navigation, listening skills and cognitive thinking, prior to hiring - TopTalent assures leading Contract Centers, Call Centers, Remittance Handling Centers, and Transaction Processing Centers that they are bringing the Right People into their team who have the skill base they need to be successful.

TopTalent is for your Current Team:

Most Call/Transaction Processing Centers don’t really appreciate the skill-base of their team; hence they don’t leverage the direct correlation between computer/phone related skills – and productivity & quality. This, despite the fact that up to 70% of call center operations is directly associated with personnel. And surprisingly, the best performers in Call/Transaction Processing Centers get better faster, showing an even better Return on Investment (ROI). This is counter intuitive to Managers who sometimes feel their team is “good enough.”

TopTalent takes the guesswork out of training and offers the opportunity for productivity gain in the range of 5% to 10%.

TopTalent Saves Money and Empowers the Team

One Keynomics customer feels they save $125,000 per year by using TopTalent. This company now uses TopTalent to help ensure they are recruiting the right team members. They have integrated The Keynomics Performance System into their new hire training curriculum. Now they see fewer turnovers through and past training – and a more highly skilled workforce. Available only through Keynomics!

Why Leading Contact Centers Use TopTalent from Keynomics

• TopTalent is the Industry’s first fully integrated and automated comprehensive assessment solution.
• TopTalent is the only assessment tool that works in concert with the Keynomics Industry leading empowerment training program.
• TopTalent offers seamless integration into Keynomics training modules that improves keyboard strengthening, listening skills, and cognitive thinking.
• TopTalent offers a preview for candidates into real world call center requirements and a preview for the company - how a candidate might perform on the call center floor.
• TopTalent can improve retention of new employees through the new hire training program.
• TopTalent can improve retention of new employees as they adjust to the real world job functions
• TopTalent requires no IT setup – it requires only the Internet and a PC

What does Keynomics TopTalent assess for?

Keyboard Strength (for Alpha, Top Line, and 10 Key Numeric)

Keyboard Navigation (screen navigation using the mouse and keyboard shortcuts)

Listening Skills (keying what is heard)

Behavioral Analytic Skills (making decisions based on voice prompts)

TopTalent is easy to administer. Just pick and choose the assessment pieces that are the most important to you. Depending on the assessments chosen, TopTalent takes anywhere from 10 – 15 minutes to complete.

When finished, two reports are generated – the Keynomics Skills Ranking Report and the Keynomics BestROI Report.

• The Keynomics Skills Ranking Report is a sequential listing of how your team performs, from most in need to least in need of training.
• The Keynomics BestROI Report aligns where the best ROI will come from based on the skill base of the team. TopTalent implicates all of the skills necessary for today’s contact center team members.

How Does TopTalent Work?

• Those that are being assessed using Keynomics TopTalent receive keying samples from text that will test their proficiencies on the alpha keys, top-line keypad and 10key pad in order to determine were a team member can improve. This helps to determine the return on investment from training and dedicates their training time.
• Those team members that are being assessed listen to audio clips in real-world scenarios that look into their abilities to type, talk and listen while navigating through screens.
• The Keynomics reporting system has Enterprise strength and spawns reports by individual and by department/division.
• TopTalent can be performed for new hires or existing staff.

All of the Keynomics TopTalent assessment features listed are available TODAY and are in use by the leading Call Centers, Contact Centers, Transaction Processing Centers, and Remittance Handling Centers throughout the United States. Nobody does it better than Keynomics and TopTalent – fair and balanced.
Contact Keynomics at sales@keynomics.com to learn more.

IMPLEMENTATION

The Keynomics Performance System™ leverages the power of the Internet. The system is completely web-based so there are no servers and no software to install. The product is highly scalable. And there is no requirement for IT/Systems integration and implementation. The only end-user requirements are:

• Workstation connected to a high speed internet line
• Web browser - Internet Explorer 5.5 SP2 (6.0 or above preferred)

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