The purpose of the Applied Call Handling Training(ACHT) call generator and editing system is to provide and efficient and effective tool for the development of simulated practice calls in the same environment that the Student will be learning to take "live" calls. ACHT practice calls will support classroom instruction or can be added to a full Computer Based Training platform. Our dynamic data elements allow a generic or customized approach to the development and production of customer practice calls.

The student is able to practice what they have learned in their training, in an environment that is not threatening and their performance will not affect the actual customer or office statistics.

An instructor is able to meet the ever changing demands of Training by designing, developing and generating the precise types of calls that are needed for employee training. The call requests are prerecorded and then retrieved from the database as required to generate the simulated customer practice calls. ACHT streamlines the instructional development process through a static, generic database that includes over 650 different listings. The database will also grow as the Instructor inputs new calls.

Individual student performance is evaluated during the course of the simulated practice call scenarios. Performance standards are identified by the user and the Student results are measured. Each level of practice calls presents the student with performance reinforcement by displaying on-screen-statistical results. Customized summary reports are produced and printed to aid the Instructor in monitoring student performance during the training process.

Benefits of using Applied Call Handling Training are:

• Better prepares the student for the "live" environment
• Can be tailored to any call handler situation
• Full statistics package
• Intra/Internet available for distance learning
• Learner control/self-paced
• Flexible scheduling
• Remediated training