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The Symphony suite of interactive customer service training software consists of two modules, a Student Training Module called Orchestra and an Instructor’s Administration Module called Conductor.
ORCHESTRA: The Student training Module
Orchestra is an interactive simulation where the student plays the part of a customer service representative at a call center workstation. The simulation contains all the components of an actual call such as audio responses, data entry and navigation through various program fields. The Student is lead through 5 training modes in each lesson. Their participation progressively increases in each mode until they are handling the entire call in the solo mode of the simulation.
This step by step approach helps ease students into the required multitasking and communication skills required to professionally handle a customer service call. Students are guided through each step with audio and written instructions, helpful hints and function help keys.
The 5 steps in each simulation are:
1. Observe mode. Student listens to the caller as well as the appropriate responses from the customer service rep while observing the required data entry and navigation throughout the call. This is the first step to help familiarize the student with the flow of the call without the pressure to perform any of the functions.
2. Instruct mode. Student listens and watches, as in the observation mode, but is prompted to the appropriate responses with visual guides and instructional prompts. This will help reinforce all of the steps that the student will be required to complete as the simulation progresses.
3. Converse mode. Student takes charge of the call by participating in the verbal responses necessary to complete the call. No data input is required, that portion of the call is being handled for them by the simulation. The audio response files are saved for the end of the call where the students review and evaluate themselves based on six criteria of effective communication.
4. Data Entry mode. Student participates by performing all required data entry and navigation portions of the call. The student will not be responsible for the verbal responses.
5. Solo Mode. Student is required to perform all the verbal, navigation and data entry responses required to successfully compete the call. All voice responses and data entry inputs are recorded for instructor evaluation and grading.
The Orchestra suite provides multiple variations of different call types with helpful tips and guidance along the way.
CONDUCTOR: The Instructor’s Module.
This module is for the instructor of training. No special training is required of the instructor to score the simulation. The Instructor is provided with automatically graded data entry inputs from each lesson and the audio files to evaluate. The Instructor is provided with useful criteria to help grade the subjective audio portion of each lesson. After evaluating the students audio responses a final score card is created. This module also contains administrative tools required to manage the class.