+44 (0)1737 821590
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.

What will you learn
  • ACD
  • IVR
  • CRM
  • CTI
  • Diallers
Call centre training course details

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.

Learning path



Based on overall ratings

O. B. - Network Rail

"Just one word “BRILLIANT."

L. S. - Arqiva

"Excellent handouts. I like that they are not PowerPoint slides."

Training approach

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.