PRODUCTS

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.

CallReview

CallReview is Keynomics’ state-of-the-art call handle training system which mimics the use of account recognition technology and existing account information, requiring verification and correction by agents. This new program is an advanced component of the Keynomics Performance System—complimenting the Advanced Audio Programs. CallReview incorporates audio cues and pre-filled data forms with data review, error correction and data entry. By realizing the skills of listening and review, CallReview will improve call handle time, first time call resolution, and overall customer service. The design for CallReview emerged out of guidance from our Customer Service clients who had voiced the need to attack AHT (Average Handle Time) and inaccurate form submissions while providing real life job training. CallReview achieves these goals, and is as real as real can get!

KeyEdit

The features of KeyEdit have largely come from the direct requests of our customers. Many of our Claims, Membership, Transaction Processing and Back Office clients utilize some form of account recognition system, requiring their agents to review data in pre-populated form-fields. KeyEdit fully emulates this process by not only requiring the agent to input new information, but also update old account information quickly and accurately. One enhancement that has been welcomed by users of the Keynomics Performance System is the implementation of split screens that allow the agents to view both the data source and the form-fields. KeyEdit strengthens the skills learned in KeyTraining and KeyTabs Plus, and additionally, the new module incorporates a Review stage through which an agent will improve their editing and proofreading skills. When our customers requested a program to reduce the amount of secondary work involved in all transaction processes, we set out to enhance the agents’ ability to review accounts and edit existing information, while improving overall transaction proficiency. We achieved our goals, and your agents will markedly increase their productivity through KeyEdit.

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

• • Decrease in Handle Time
• • Decrease in Hold Time
• • Decrease in Talk Time
• • Increase in Calls Handled
• • Increase in Applications/Work Processed
• • Improved Accuracy of Orders/Improvements in Call Quality
• • 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 errors
• 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 two 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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