CALL CENTRE TRAINING COURSE DESCRIPTION
A theory based course covering the major technologies found in call centres
today.
WHAT WILL YOU LEARN
* ACD
* IVR
* CRM
* CTI
* Diallers
CALL CENTRE TRAINING COURSE DETAILS
* Who will benefit:
Anyone needing to know about technologies used in call centres.
* Prerequisites:
Telecommunications Introduction
Introduction to data comms and networking
* Duration
2 days
CALL CENTRE TRAINING COURSE CONTENTS
* Overview
What are call centres? What are contact centres, Inbound call centres,
outbound call centres, blended call centres, Call centre architectures.
* Telephony and telecomms basics
PSTN, switching, PBXs, call routing.
* Data basics
OSI, IP, VoIP.
* Routing, queuing and matchmaking
Principles, distribution, sequencing.
* ACDs
PBX features, Users, call processing, agent features, supervisor features,
ACD telephones, ACD calls vs PBX calls, agent positions, ACD groups, routing
calls, skills based routing. IVR Types, architectures, choice and control,
best practices, IVR input technologies, IVR output technologies, speech
recognition, call routing, IVR sizing, web based self service. CRM Contact
management, databases, integration, use in call centres, benefits and
features.
* Call centre integration
Media types, VoIP, unified messaging, VoiceXML.
* CTI
Simple CTI, 1st and 3rd party integration, CTI benefits and applications in
call centers.
* Diallers
History, campaigns, campaign types, Call Progress Detectors, Preview and
Predictive Dialling.
* Management tools
Measuring, managing, optimising, recorders, forecasting call centre
resources.