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Essential call centre technologies

A 2 day training course

Call centre training course description

A theory based course covering the major technologies found in call centres today.

Key outcomes from this course

By the end of the course delegates will be able to:
  • Describe and design call centre architectures.
  • Explain how the following technologies work.
    • 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

Training approach

This structured training course seeks to build upon workbook learning through the use of group exercises, dynamic discussion and individual tasks in order to deliver an engaging and interactive module that will ensure all candidates are able to transfer their new skills into the workplace.

Overall ratings for this course:

Course review


"Hard concepts were explained very simply."
J. S., Framestore CFC
"Excellent presentation - very good course structure."
B. M., London Internet Exchange

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.

Why Choose Us

SNT trainers score an average of over 90% on the three main areas of:
  • Ability to teach
  • Technical knowledge
  • Answering questions
“Excellently presented by a very knowledgeable and enthusiastic trainer.” P.D. General Dynamics

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.

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