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1. Introduction to Call Centers
- Reasons for establishing a call
- Objectives of a call center
- Resource requirements
- Equipment requirements
2. Telephony Concepts
- The PSTN
- CO trunks
- ISDN signaling
- SS7 network
- Automatic Number Identification (ANI)
- Dialed Number Identification Service (DNIS)
- Calling number ID
3. Call Distribution and Handling
- Call distribution requirements
- Automatic Call Distributor (ACD)
- Uniform Call Distributor (UCD)
- Standalone Vs PBX-based ACD
- Groups, gates and splits
- CO Centrex-based ACD
- Call queuing steps
- Skills-based routing
- Look-ahead routing
- Call blending
- Agent and supervisor sets
4. Supporting Distributed Call Centers
- Methods for linking sites
- Basic toll-free routing
- Advanced toll-free routing
- Dynamic toll-free routing
- Carrier pre-routing
- Intelligent call routing
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5. Computer Telephony Integration
- CTI definition
- Advantages of CTI
- Telephony services - call control
- CTI implementations
- Open architecture model
- Call flow example
- Screen pop example
- Application Program Interface (API)
- TAPI and standards
- Customer care applications
6. Interactive Voice Response Unit
- IVR internal components
- Text to speech synthesis
- Speech recognition
- Programming standards
- Interface standards
- Standalone IVR
- Integrated IVR
- CTI/ACD call flow
- Outbound automated dialing
- Preview Vs Predictive dialing
7. Managing the Call Center
- Anatomy of a call
- Utilization of trunks and agents
- Service Level Objectives (SLO)
- Trunk sizing - Erlang B
- Agent sizing - Erlang C
- Real time management reports
- Logging and monitoring
8. Integrating Other Channels
- Internet call center integration
- Call-me button
- IP telephony gateway
- Virtual call center
- E-mail ACD
- Trends
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