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Online gap analysis shows the difference between agent self assessment & observational feedback from team leaders, customers etc |
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Further in depth analysis indicates areas of strength & weakness within each of the key agent skills being assessed
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After analysis contact centres can pinpoint the exact training requirements for each individual agent, business unit, contact centre etc. |
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Assessment results are compared against pre set targets, allowing contact centres to set minimum skill levels for each job role & measure skill level improvement |
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After assessment Skills Manager provides in-depth skills and training needs analysis, focusing on identifying each person's :
- Knowledge levels
- Skill levels
- Behavioural attributes
Online tests and observational feedback are used to verify skills, knowledge and behaviours - giving instant feedback in the form of online reports. Further in-depth analysis indicates strengths and weaknesses across each of the key skills being assessed; comparing results against pre-set targets so the organisation can pinpoint each person's exact training requirements and skills gaps.
Skills Manager has a core database engine which is able to 'slice and dice' the skills data to provide numerous strategic reports - for example; identifying high knowledge staff, proving the ROI for different types of training, and highlighting skill gaps across different departments, locations, contact centres/branches etc. Assessment through online testing is supported by analysing results from 360 degree observational feedback from, for example, team leaders and managers.