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Provided by: Serebra Learning Corporation Call Center Components |
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Training
Provided by Serebra Learning Corporation
This WestNet e-Learning module discusses the features, benefits, and integration issues of each one of a call center's basic tools.
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Call Center Components
Audience
Topics
Automatic Call Distribution
ACD Routing Methods
Interactive Voice Response
Predictive Dialers
Fax Messaging
Objectives
Upon completion of this course, the student will be able to:List and describe the main types of ACD routing patterns Explain why the type of ACD routing pattern should be matched to the type of customer service a call center provides Describe several different ways to implement ACD functionality Plan (write or diagram) a simple call handling procedure Explain the difference between ANI routing and DNIS routing Discuss the benefits and drawbacks of skills-based routing List three ways in which an IVR is different than an ACD Describe the two forms of IVR data output, and give an example of an appropriate use of each Describe three IVR system configurations, and discuss the advantages and disadvantages of each approach Explain the difference between sequential dialers, predictive dialers, and preview dialers Describe, in general, the process of making a call Explain what a fax server is, and why it
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
