|
|
|||
|
|
|||
|
|
|
Contact Centre Equipment & Technology COURSE INTRODUCTION:- This course is designed to provide you with in-depth practical and theoretical knowledge about Contact centre equipment and technology. The five lessons explore the industry technology, from a quick survey of major technological trends and practices to a wide-ranging examination of industry-specific health and safety issues. You will also learn the telephone techniques you will need on the job, and will practice both the technical and communication skills associated with Contact centre telephone technology. Information about the use of databases, and current performance evaluation equipment and practices is also presented for your consideration. Upon completing the course you will have a basic understanding of the equipment and technology you are likely to be working with in a Contact centre environment, and an awareness of the major technological trends currently sweeping the industry OF INTEREST TO :-Those who are currently working or planto work in a Contact centre environment. COURSE AIM:- To provide students with a basic understanding of Contact centre equipment and technology. COURSE CONTENT:- Lesson 1: Contact Centre Technology Overview; Customer Contacts; Workflow Routing Lesson 2: Basic Telephone Technology; Handling Contacts; Telephone Simulation Lesson 3: Performance Measurements and Indicators; Performance Standards; Service Level and Quality; Internal and External Monitoring Methods Lesson 4: Introduction; Designing and Creating a Database; Entering Data; Retrieving Information Lesson 5: Safety; Air and Noise Pollution; Principles of Ergonomics; Ergonomic Issues; Maintaining Your Health COURSE NOTES:- Course material is provided as an ongoing reference. A certificate is issued upon the student’s completion of the course and on attaining a pass mark of 75% or higher for the final assessment.
Courses Start every Monday We are open weekdays, one evening and Saturday mornings. Flexi-Time Self-Paced, Pick-'n-Mix Training. Our Exclusive System allows you to learn at your own pace within your own flexible, time commitments. There is no need to keep pace with other students Set your own schedule; You can create a schedule that lets you accommodate your job, your family and other time commitments. Financial arrangements available or use our Time Payment Plan. WINZ funding may be available - conditions apply. |
|
|
