Essential call centre technologies

Description

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

What will you learn

Call centre training course details

Anyone needing to know about technologies used in call centres.

Telecommunications Introduction
Introduction to data comms and networking

2 days

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.