Call centre course description
A theory based course covering the major technologies found in call centres today.
Who will benefit?
Anyone needing to know about technologies used in call centres.
Call centre course prerequisites
Telecommunications introduction.
Introduction to data comms and networking.
Call centre course objectives
By the end of the course delegates will be able to:
- Describe and design call centre architectures.
- Explain how the following technologies work.
Duration: 2 days
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Call
centre 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. |
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