The contact center is the face of any modern organization for a majority of its customers, and each contact center agent is therefore a critical representative who can develop and enhance the public image of the company. The quality of service provided by the agent reflects the perceived service levels of the organization and every possible effort must be made to ensure that each interaction leaves the customer with a positive image of the company.

The objective of the iCallTrainer™ module is to ensure that contact center agents are trained to handle any given situation or scenario in a productive manner, and to resolve the customers’ issues while following organizational and industry best practices to strengthen the relationship with the caller. While training and reinforcement can be provided via other modules of the i-Context e-Learning suite, the iCallTrainer™ module is able to simulate real world contact center scenarios, in order to gauge how learning is being applied when responding to actual customer requests. This is followed up by rating the the agents on both the responses given and the effectiveness of the delivery.

Virtually any scenario can be simulated with ease, with actual voice recordings being used for the customer question and the agents’ response can be provided through mouse clicks and voice. The responses provided via the mouse are used to automatically grade the suitability and correctness of the response while the audio recording of the response is used to give marks for delivery and voice quality. A supervisor can run through an entire transcript, grade an agent and perhaps prescribe courses to rectify any shortcomings.

Although customer calls can be recorded and analyzed, often the damage has already been done when an agent’s incorrect approach to handling customers is discovered. Simulations allow an organization to coach its agents, without having to suffer the costly consequences of mistakes made by inexperienced staff.