Valor CM from Liberty Call Center Solutions

Classroom Training Alone Won’t Improve Performance

Follow-up coaching Is Essential --

According to a study conducted by the Xerox Corporation, 87% of desired skills change was lost without follow-up coaching.

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Valor CM utilizes data to objectively determine each agent’s areas of opportunity and automatically sends customized training lessons and eLearning worksheets directly to each supervisor for targeted and effective performance improvement.

Who and What needs to be improved?

  • Integrate data (speech analytics, customer surveys or QA and KPIs) to identify agent deficiencies and automatically assign training lessons and eLearning worksheets directly to Supervisors for each agent

  • Manually assign coaching directly to Supervisors

  • Custom Improvement Plans for broad skill development and agent improvement

How to teach your agents?

  • Skill based agent improvement plans and lessons that are customizable and that include training facilitator instructions and training content

  • Utilize Valor’s skill-based training lessons or customize and build your own dynamic content, instructions and eLearning worksheets

  • Practice and role play in EVERY coaching session

  • “Train the Coach” triad forms

Accountability

  • Dashboard with quick links to completed and incomplete training assignments

  • Complete agent learning history with searchable coaching forms and eLearning databases

  • Agent acknowledgements

  • Automated weekly email summary reports and detailed online reporting

  • Track agent performance with training effectiveness

Valor CM Features

 

Data-driven, Automated Training Assignments & eLearning 

  • API or SFTP Integrations 

  • Speech Analytics

  • Customer Surveys

  • KPI Reports

  • Quality Assurance Data

Pre-built and Customizable Training Content for Sales, Support, Collections and Customer Retention

  • Skill-based coaching lessons

  • eLearning worksheets

  • Agent Improvement Plans

  • Add images, videos and call recordings to Coaching Forms and eLearning

Agent Dashboard

  • Electronic Acknowledgments

  • Assigned eLearning Worksheets

  • Coaching and eLearning History

  • Completed Coaching Forms 

  • Coaching and eLearning Notifications 

  • Visual performance tracking and training impact

Supervisor Dashboard Dashboard

  • Assigned Training To-Do Lists

  • Agent Training History 

  • Skill-based Agent Improvement Coaching Plans

  • Coaching Form Quick-links with Training Content

Manager Dashboard

  • Quick-view of Supervisor incomplete Assigned Training, previous month and MTD completed agent training

  • Train the Coach Triad Forms

  • Coaching Form and eLearning Worksheet Database

  • Quick-Assign and Multi-Assign Training and eLearning

  • View Supervisor and Agent Dashboards

Reporting

  • Supervisor and Agent Training Reports

  • Assigned Training Reports

  • eLearning Worksheet Reports

  • Executive Email Report

  • Coaching Form Database

  • eLearning Worksheet Database

Security and Technology

  • White-label capable

  • Customizable URLs

  • 100% cloud-based on AWS

  • IP List Firewall

  • Cross-Site Request Forgery and XSS protection

  • MySQL injection prevention

Valor CM Pays for Itself 

51% of companies with a strong coaching culture report higher revenue than their industry peer group. (Human Capital Institute)

Companies that offer training alone experience 22.4% increase in productivity, but when combined with follow-up coaching that figure rises to 88%.  Gerald Olivero, Denise Bane & Richard Kopelman, Public Personnel Management.

Contact Center Tech Expenses

Contact Center Tech ROI

< $5 USD/User

Valor CM

50x ROI

ICF Global Coaching Client Study

~ $35 - $70 USD/User

WFM, QA, Analytics

4x ROI

IDC Report

~ $150 - $300 USD/User

ACD/Dialer, CRM

8x ROI

Nucleus Research