J. S., Framestore CFC
B. M., London Internet Exchange
Call centre training course contents
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.
OSI, IP, VoIP.
Routing, queuing and matchmaking
Principles, distribution, sequencing.
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.
Simple CTI, 1st and 3rd party integration, CTI benefits and applications in call centers.
History, campaigns, campaign types, Call Progress Detectors, Preview and Predictive Dialling.
Measuring, managing, optimising, recorders, forecasting call centre resources.
Why Choose Us
SNT trainers score an average of over 90% on the three main areas of:
- Ability to teach
- Technical knowledge
- Answering questions
We limit our maximum class size to 8 delegates; often we have less than this. This ensures optimal interactivity between delegates and instructor.
"Excellent course. The small class size was a great benefit…" M.B. IBM
We write our own courses; courseware does not just consist of slides and our slides are diagrams not bullet point text. A typical chapter provides clearly defined objectives with a chapter overview, slides with text underneath, a quiz at the end to check the learning of the students. Hands on exercises are at the end and are used to reinforce the theory.