PRODUCTS

The Keynomics Performance System™ includes a series of training modules that progressively improve your employees’ abilities to efficiently and accurately utilize keyboards, audio response systems, and screen navigation techniques. It is a proven method that is neither complicated nor expensive, and will immediately improve your bottom line. Our modules make up the Keynomics suite of products, and each product emphasizes a specific skill. While the entire suite is built upon similar concepts, the modules are separately focused. Additionally, Keynomics has assessment products that enable companies to measure applicants’ abilities on keyboards and audio systems, and ensure our customers are hiring the best candidates available.

• Keynomics KeyTraining - Alpha Keyboard Training, Numeric Keypad (10-Key) Training, Top Line (special characters) Training
• KeyTabs Plus - Screen Navigation Training
• KeyEdit – Review and Edit of Pre-existing Data Training
• KeyAudio - Listen-to-Key Training
• CallEmulator – Behavioral Analytics Training
• CallReview – Account Recognition and Data Review Training
• KeyErgo – Ergonomic Awareness

Keynomics KeyTraining

All of Keynomics’ training begins with KeyTraining - Construction. As the keyboard is eventually completely covered, the participants learn transparency. By eliminating the “hunt and peck” method of keying, we virtually remove the need to look at the keyboard. Then, in KeyTraining – Consolidation, the exercises further enhance keyboard speed and accuracy by reinforcing transparency. The program is customized to each individual, emphasizing the areas of need. Keynomics typically sees a 10%-20% gain in keyboard speed and a 60%-100% improvement in keystroke accuracy! We call this the “Construction and Consolidation” phase because from here, once the behavior is modified, confidence is established and the remainder of the program is possible.

Keynomics KeyTabs Plus

KeyTabs Plus progresses to the next level, from keying to thinking. In the module, KeyTabs Plus, source documents and scanned documents are addressed. It has great impact where these types of data entry are being utilized such as claims centers or back offices. Practical experience is gained through entering data into form fields, keying from pop-up windows, and navigating applications using keyboard shortcuts or a mouse.

KeyEdit

The features of KeyEdit have largely come from the direct requests of our customers. Clients in the industries of Claims, Membership, Transaction Processing and Back Office all 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.

KeyAudio

KeyAudio is the first in the group of advanced Audio modules, where the participants begin the important skill of keying what they hear. KeyAudio greatly improves listening skills, and this results in more efficient and overall superior communications. KeyAudio has been proven to provide a sharp decrease in After Call Work Time. Customer Service is improved and the dependency on note pads and other manual, offline note taking is reduced.

CallEmulator

CallEmulator is the next Audio module. This module requires agents to respond to realistic call simulations by entering the pertinent information into web forms. CallEmulator leverages Audio and Web Forms to accurately emulate the Customer Service/Contact Center environment. Here, your agents are learning to think, analyze and input—all the while, making their initial mistakes on the Keynomics system, not on yours! CallEmulator has been proven to reduce all facets of AHT and improve overall customer service!

CallReview

CallReview is Keynomics’ state-of-the-art call handle training system that mimics the use of account recognition technology and existing account information, requiring verification and correction by agents. This 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!

KeyErgo

KeyErgo’s focus is on limiting harmful habits that contribute to repetitive stress injuries and that lower overall productivity. Agents who are equipped with the proper training and knowledge utilize correct techniques, affording safe and proficient use of the keyboard. KeyErgo is yet another customizable product within the Keynomics framework. Each participant receives a personal ergonomic assessment and is prompted to make proper adjustments throughout the training period. KeyErgo will improve morale in the workplace and ensure your agents are healthy and productive!

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 For New Hires:

Recruitment and retention of team members is a major challenge facing any company’s management, but especially in the contact center industry. By assessing candidates prior to hiring for core competencies including keyboard efficiency, keyboard navigation, audio skills and cognitive thinking, 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 For Your Current Team:

Despite the fact that up to 70% of call center operation costs are directly associated with personnel, most customer service centers do not accurately recognize their employees’ skill base, and therefore, cannot develop their abilities to handle necessary tasks as efficiently as possible. The improvement of their proficiencies directly increases a company’s productivity, but how does one determine and target the areas that need to be improved? TopTalent identifies each individual’s skill base and allows management to utilize the information to develop its team. TopTalent takes the guesswork out of training and offers the opportunity for productivity gain in the range of 5% to 10%.

TopTalent Saves Money While Empowering Your Team

If your employees are more efficient, they will feel more confident. With more efficient employees, your company will save money and be more productive. One Keynomics customer claims their company saves $125,000 per year by using TopTalent. This company now uses TopTalent to help ensure they are recruiting the right team members. They have also integrated the Keynomics Performance System into their New Hire training curriculum. Now they see lower turnover during and post New Hire training, as well as a more highly skilled workforce.

• TopTalent is the industry’s first fully integrated comprehensive assessment solution.
• TopTalent offers seamless integration into Keynomics training modules that improves keyboard efficiency, listening skills, and cognitive thinking.
• TopTalent offers a preview for candidates into real world call center requirements and a preview for the company of how a candidate might perform on the call center floor.
• TopTalent can improve retention of new employees through the new-hire training program.
• TopTalent requires no IT setup – it requires only the Internet and a PC

What Does Keynomics TopTalent Assess?

• 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.
• The Keynomics BestROI Report aligns where the best ROI will come from based on the skill base of the team. It shows you where to spend the resources to get the best return. TopTalent implicates all of the skills necessary for today’s contact center team members.

How Does TopTalent Work?

• Individuals 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 where a team member can improve.
• 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.

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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