Booking options
£2,477
£2,477
Delivered Online or In-Person
You travel to organiser or they travel to you
Redhill
Two days
All levels
A theory based course covering the major technologies found in call centres today.
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.