Figure 2 The shaded area represents the
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
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:
- Cost of Delivery
- Learner seat time (wages of learners)
- Instructor time (wages of instructors)
- Curriculum/solution development costs
- Delivery costs
- Business Results (Performance)
- Business metrics
- Customer satisfaction
- New accounts
- Operational metrics
- Calls per hour
- Average talk time
- Cost per transaction
- Hold time
- Learner seat time (cost of downtime)
- Instructor time (cost of time away from other value add activities)
- Learning Gains*
- Post test results
- Learner surveys
- Instructor evaluations
* 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
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