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CONSIDERING AUTOMATING COACHING? AT WHAT EXPENSE AND BENEFIT?   

The allure of AI has been hitting contact centers for a few years with the
promise of replacing headcount and replacing processes. One instance where this
promise has come into fruition is AI driven results in quality assurance.
Adopters may now analyze every call instead of 1% or 2% of them.  

However, such a tool comes at a significant cost. There are other areas where AI
has created significant buzz without many noteworthy results such as automated
chatbot responses. We anticipate these obstacles will be overcome but require a
deal of work to get there. 

Where AI is really making an impact is in helping your agents perform better.
The only technology which has exposed this value proposition to date is
SymTrain. The tools delivered by SymTrain automate coaching and role play
exercises to help coach agents based on their actual job performance and call
recordings. Agents are trained by rehearsing scenarios which mirror the type of
customer interaction faced while in-role. Additionally, these solutions are used
by managers  

As with any investment in new technology one of the most important points of
analysis is Return-on-Investment. SymTrain has developed a method of calculating
the ROI based on various industry specific factors.  

This calculation requires a benchmarking effort based on the cost of the total
agent population including both direct employees and your BPO resources. After
determining the total span of control that includes all team leaders,
supervisors, managers and directors, one must factor in various operational
costs and synergistic savings.   

These calculations will give you total loaded costs for each agent, and you can
differentiate for a $15/ hour employee costs $25/ per hour while a $15/ hour BPO
agent may only cost $18 or $20 along with a standard cost for managers,
facilitators, SMEs, and team leaders. 


TO COMPLETE THE BENCHMARKING EXERCISES, YOU MUST CONSIDER THE FOLLOWING:   

 1. Starting with coaching you need to determine what the current coaching
    cadence is for each employee and total employees. How many coaches,
    managers, team leaders, SMEs, or facilitators are dedicated to coaching, and
    what is the related time and cost associated with these efforts along with
    impact of total improvements across the board from coaching. 

 2. For training purposes, it is essential to assess your existing process for
    each employee, cohort, or class, as well as the collective data for all
    employees. Additionally, you should determine the average duration of
    onboarding training, the typical class size, the total number of annual
    classes, and the projected number of new hires, factoring in in-class
    attrition (30-, 90-, 180-, and 360-day attrition) as well as any anticipated
    growth due to business expansion or seasonal demands.  

 3. For assessment you need to determine total resumes, phone screens,
    interviews, offers, and 1st day arrivals required to maintain capacity
    planning requirements and the current cost to deliver.   

Once you’ve achieved benchmarking, gaining insight into how SymTrain reduces
costs, enhances performance, and contributes to the business requires the
following: 

 1. Coaching: Have we improved performance across the board, reduced 90-day,
    180-day, and 360-day attrition, while subsequently increasing supervisor
    span of control? 

 2. Training: Have we reduced onboarding training days to proficiency? 

 3. Assessment: Have we reduced no shows, increased non acceptances, and
    improved good onboarding attrition with early-applicant-testing? 

Conducting a comprehensive analysis lays the foundation for measuring the impact
of SymTrain on your business. 







EXPLORE MORE:


 * AGENT RETRAINING COSTS: UNVEILING THE TRUE EXPENSE OF ATTRITION 

   


 * CONSIDERING AUTOMATING COACHING? AT WHAT EXPENSE AND BENEFIT?   

   

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October 11, 2023 SymTrain Insights
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