Research has shown South African Call Centre agents ability to Talk, Type and Listen (TTL) can be dramatically improved to enhance customer experience while improving quality. Input errors are critical and cause reductions in first call resolutions and a number of other downstream errors that lead to duplicate work and waste.
CSE’s Keynomics Training Programme has proven improvements of 60 – 80% in keystroke error rates and increases of 10-20% in keyboard input speed.
Research by CSE has illuminated the following:
It takes an agent 10 minutes every hour to correct their errors
This equates to 17% lost productivity on correcting these errors
Even bigger implications if the errors are not corrected by the agent
Slow speeds are further lowering call centres productivity
An agent typing at 22 words per minute takes 24 minutes longer to type the same number of words as an agent typing at 31 words per minute
The Keynomics Performance System™ offered by CSE includes a series of training modules that progressively improve employees’ abilities to efficiently and accurately utilise keyboards, audio response systems, and screen navigation techniques