Figure 1

Figure 2 The shaded area represents the potential gains.

Another way to think about the benefits is to look at the typical learning curve for most organizations. Diagram 1 below depicts a typical situation for a company.

The ultimate goal is to bring representatives up to a level of competency that is productive for the organization (C). Productivity might be defined along any combination of business results metrics listed above.

Typically, the new hire curriculum falls well short of achieving this level of proficiency (A). Not surprisingly, the classroom curriculum is followed by a period of monitored on-the-job training. In many cases, this period still does not bring the representative to the productive level but to an 'acceptable' skill level (B) that the organization can manage.

For a solution to have compelling ROI, it must either 1) reduce the cost of getting to C, 2) reduce the time needed to get to C, and/or 3) raise the average level of agent productivity beyond C ('raise the bar').

DialogCoach has the potential to do all three. As you can see, above (figure 2) is an illustration of how DialogCoach can deliver substantial ROI.

DialogCoach can not only help representatives reach a productive level faster, but it can also raise skill levels of representatives beyond what is possible in a traditional training and development process.

Did you know?...Companies admit, they train representatives through a training program, but the real learning (procedural knowledge) is developed through on-the-job experience. People learn by doing. Why not learn and transform the proper behavior patterns into habits without practicing on customers? How Can Your Representatives Transform Behavior Patterns Into Effective Habits And Action?

At the simplest level, any ROI analysis boils down to 3 basic dimensions: business results, time, and cost. In short, how will the solution help the organization perform better, faster and cheaper?

The analysis can be further broken down within these dimensions:

* With respect to training solutions, some analysis also include a fourth category, learning gains. Learning gains are, in many cases, a convenient statistic because they can be relatively easy to measure. These measures can be useful but can be misleading, since it is often difficult to translate these metrics into tangible business result.

Remember: The point is not that people won't make mistakes. Failure is a part of the learning process. The issue is where and when you allow them to fail, and what they learn from the experience. By providing representatives real world experience in a safe environment, the organization can reduce costly failures and missed opportunities.

DialogCoach's success and effectiviness is best demonstrated via our customer base. Please take a closer look at the results found when DialogCoach was deployed at a major South Western energy company's call center. XYZ Energy Company Case Study