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

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