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FEATURED SOLUTION:
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IVR Training Environment Emulator |
WE WALK THE TALK.
SUCCESS STORIES.
KEEPING IT REAL.
Aesbus developed a standalone, Web-based emulator of Metro by T-Mobile's customer account and point-of-service (POS) systems with full user-interactivity for key functions (identified by Metro by T-Mobile).
Newly hired call center agents use the IVR Training Environment Emulator to "test drive" the Metro customer account, statement, and POS systems—virtually experiencing full interactivity while training without any risk of adversely impacting the live systems.
Newly hired call center agents use the IVR Training Environment Emulator to "test drive" the Metro customer account, statement, and POS systems—virtually experiencing full interactivity while training without any risk of adversely impacting the live systems.
CLIENT FEEDBACK
Training our agents on our client account processes no longer entails the risk of inadvertently causing live-system downtimes or costly errors on live data.
By using a web-based emulator and non-production database, we have set up a less stressful IVR training environment for our call agents.
The Challenges of Training on Live Systems
Effective training of contact center front-line staff on key customer account and statement operations is a very important part of enhancing the Customer Experience.
Metro by T-Mobile's complex customer account, statement and POS systems reflect a high learning curve. Training live on these proprietary Metro systems poses high-risk access to data that can compromise customer accounts and can inadvertently cause costly system errors and downtimes. And having duplicate Metro customer account & POS systems for training purposes is cost prohibitive.
Metro by T-Mobile's complex customer account, statement and POS systems reflect a high learning curve. Training live on these proprietary Metro systems poses high-risk access to data that can compromise customer accounts and can inadvertently cause costly system errors and downtimes. And having duplicate Metro customer account & POS systems for training purposes is cost prohibitive.
The Advantages of a Virtual System for In-House Training
Aesbus customized a Web-based full emulation of the current Metro by T-Mobile IVR System for customers calling in or for in-store POS use. The IVR system allows Metro to add, remove, update, change, options/services on the customer's plan. It also details statement/balance information. Customer address and credit card can be updated. Metro can also give customers credit on their account.
The virtual IVR Training Environment Emulator designed by Aesbus replicates all of this functionality and stores the information in a separate, non-production database. The virtual emulator is 100% based on the live IVR System and is used for in-house Metro by T-Mobile training.
The virtual IVR Training Environment Emulator designed by Aesbus replicates all of this functionality and stores the information in a separate, non-production database. The virtual emulator is 100% based on the live IVR System and is used for in-house Metro by T-Mobile training.
Emulation Training Exercises
During the emulation training exercises, Metro by T-Mobile contact agents experience a series of customer call scenarios similar to those they’ll handle on a daily basis. Agents must demonstrate mastery of system features along with identifying the most effective responses to service situations.
If you have a high-risk live-system training environment, we'd love to share our ideas with you.