We first wrote about Ulysses Learning's (Davidson, NC) CallMentor Suite in October 2000. The suite provides three multimedia training modules for agents and supervisors. The ServiceMentor module allows agents to learn from their interactions by simulated conversations with customers. CoachingMentor teaches managers how to coach agents, and SalesMentor guides agents through cross-selling and upselling.
You install ServiceMentor on a Windows NT server. Agents access ServiceMentor simulations on your intranet or on CD-ROMs. There is a one-time fee of $7,500 for installation and consulting. The software starts at $349 per seat for up to 100 seats.
A maintenance fee, which includes updates and support, goes into effect one year after you purchase ServiceMentor.
Mark Brodski, CEO and president of Ulysses Learning, says he expects sales for CallMentor to reach 4.5 million by the end of this year. In July, Ulysses released the latest version of CallMentor, 5.0.
"We've broken up the skills more so that learners can have a more in-depth experience," says Brodski.
Ulysses also offers consulting services that Brodski says will help call centers make the most of CallMentor. Fees for consulting services depend on the complexity of your training program and the number of days a consultant spends at your call center.
Currently, Ulysses has 15 customers using CallMentor. Some of these customers include Clarica Life Insurance (Waterloo, Canada) and AT&T (Basking Ridge, NJ).
Clarica has 200 agents who answer customer calls about accounts, transfers and benefits.
"ServiceMentor gives us a cost effective way to make sure agents respond to customers the way Clarica wants to," says Hubert St. Onge, Clarica's executive vice president of strategy. "For us it is important that agents handle calls consistently and ServiceMentor enables us to do that."
Nancee Case, learning and quality manager at AT&T, has also had a positive experience with CallMentor.
"This is the first computer-based training program I saw that was interactive," says Case.
The 1,700 agents at AT&T's 11 call centers answer questions about bills and orders. CallMentor makes training these agents easier for Case since it allows agents to go back to lessons as many times as needed. The simulations, says Case, are realistic and help agents build experience in handling calls. 800-662-4066.
