A theory based course covering the major technologies found in call centres today.
What are call centres? What are contact centres, Inbound call centres, outbound call centres, blended call centres, Call centre architectures.
PSTN, switching, PBXs, call routing.
OSI, IP, VoIP.
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.
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.
"Just one word “BRILLIANT."
"Excellent handouts. I like that they are not PowerPoint slides."
This structured course uses Instructor Led Training to provide the best possible learning experience. Small class sizes ensure students benefit from our engaging and interactive style of teaching with delegates encouraged to ask questions throughout the course. Quizzes follow each major section allowing checking of learning.