The top obstacles to success as defined by the global contact center Industry
%
Attrition Rate
%
Agents w/o Right Skills
%
Lack of Resources
%
Agents w/o Right Personality
How simulation training can help you overcome them. Learn More
Our Mission Statement
CRMT Solutions is a specialized software development firm which creates software based training simulations for contact centers. Global contact centers have long been accustomed to the legendary attrition rates which plague this industry. CRMT Solutions was founded for the sole purpose of addressing contact center attrition through affordable simulation training and design.- Reduced Attrition 50%
- Time to deployment compared to the competition 20%
- Satisfaction Guarantee 100%
Our Work Flow
Project Planning
Each solution starts with some general project planning. Here our team will collaborate with yours to collect information on your needs, goals and timelines. We will also share with you our workflow process which ensures satisfaction and timely delivery of your custom solution.
Subject Matter Discovery
To ensure the development of an accurate simulation, a use case and script is selected by the client. Next, our team captures screen shots, data points, call flow navigation, user actions and your proprietary subject matter to assist in the development process.
Development & Review
Each training mode of the simulation for the selected use case is developed with periodic review by the client's SME's (Subject Matter Experts). Inconsistencies are caught and corrected before development continues.
Product Testing & Bug Fixes
After successful completion of the simulation, White Box and Black Box user testing is performed by CRMT Solutions before client deployment.
Deployment
CRMT Solutions ensures successful delivery and deployment of each simulation we develop. Deployment is the last step of our work flow process but it's just the beginning of a relationship that we value to protect and uphold with each client. We also offer maintenance agreements for convenience and piece of mind.
Frequently Asked Questions
Do you or your organization have additional questions you would like answers to? If so, please drop us a line or email us below. We would love to help you discover the benefits of simulation training.View a Demo
What kind of clients do you work with?
We work will all clients. We have worked with non-profits, community colleges and universities as well as corporate clients. We are working to expand our product line to include an affordable solution for each.
What is your turn around time?
We have worked hard to overcome the primary obstacle of custom simulation design which is development time. This obstacle alone is what forces many development firms to create generically branded simulation packages which fail to model the subject matter and agent environment of the respective client.
We have developed modular code to decrease development time substantially. Currently, we can create a use case simulation in as little as two weeks depending on the length and difficulty of the call we are modeling. A clients first use case takes the longest (30-60 days) but with each successive simulation, time to completion is quicker. This is primarily due to code re-use and the benefit of being able to build on what we have created for the client already. We are persistent in our efforts to streamline our code and work flow processes to decrease development time, and increase performance and affordability.
Do you have an affiliate program?
Due to the custom nature of our products, we have not implemented an affiliate program as each solution is client specific. However, now that we are about to release "Skill Assessor", our new-hire prescreening tool which is more generic and applicable to a wider audience, we would be happy to discuss an affiliate program on a vendor by vendor basis.
What does a custom simulation solution cost?
A custom solution usually consists of multiple simulations to optimize the benefit and ROI of each client. Costs are customized to each solution due to the many variables that are inherent to custom simulation design.
Solutions can run from 10k to 100k or more depending on the call length of each use case, the number of use cases being created for a given solution, and the difficulty required to model each use case to create an effective simulation.
Costs per simulation go down depending on the number of use cases created for the entire solution. The more use cases required for a given solution allows CRMT Solutions to leverage code re-use, which effectively drives down costs etc.
"Unlike other training software, CRMT Solutions creates training simulations based on your software, your procedures, and your best call handling practices. Agents are practicing real job tasks which build skills that can be immediately applied on the job"
"Based on my preliminary exposure, if done right, CRMT Solutions stands to revolutionize the industry by significantly reducing call center attrition."
"We are making great strides in producing modularized code for rapid application development, further reducing monetary cost and time restraints associated with modern custom simulation design."
Questions?
Drop us a line anytime, and one of our customer service reps will respond to you as soon as possible