CRMT Solutions is a Spokane WA technology company that specializes in customer service simulation software designed to enhance the educational programs of academic institutions. Our software helps equip students with the fundamental skills in customer service and effective communication and to address the growing demand of today’s business and industry to find new hires, regardless of disipline, who posess these skills.
CRMT Solutions, Inc. is a leader in customer service simulation training. Our innovative suite of software teaches students how to effectively communicate and handle customer service-based transactions. These simulations put the student in the driver’s seat, allowing the student to gain real-world experience as required to answer customer calls, input customer information, listen to customer issues, look up relevant information, identify effective responses, and summarize calls. Students must also demonstrate basic keyboard and navigation skills. This type of full-immersion training gives students practical, real-world customer service experience within the confines of a training lab or classroom environment.
Furthermore, we make it easy for classroom instructors to administrate the process, review students scorecards, listen to their conversational dialog, and leave feedback .
Currently our Symphony suite is comprised of two products, ORCHESTRA, and CONDUCTOR.
Orchestra is the first of a two part solution, a set of interactive simulations 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.
Conductor is the second part of the Symphony software solution and 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.
Below is an 11 minute video of Orchestra.
