Inbound Call Centre Technology


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
Today, the technology within the inbound call centre is constantly changing and improving. How can you, as a call centre manager, keep up with this advancing technology? Moreover, why should you? This course will explain the fundamentals of inbound call centre technology and explore ways current technology might evolve. It examines different methods of obtaining this technology and outlines how to protect your call centre through Disaster Recovery Planning. Understanding inbound call centre technology is one important step to providing better service to your customers. Having technical knowledge of the call centre is a considerable advantage when few in the call centre environment understand the technology they work with.

Target Audience
This series is targeted specifically at call centre managers, but would also be a valuable asset for call centre executives committed to the growth of their organisation and supervisors of call centre representatives.

Expected Duration (hours)
4.0

Lesson Objectives

Assessing Your Technological Needs

  • recognise the benefits of assessing an inbound call centre's technological needs.
  • match telecom and network functions with given inbound call centre requirements.
  • match the call centre hardware with its application in the given examples.
  • identify the stages of a technology plan.
  • match each request in the purchasing process with its appropriate function.
  • identify the advantages and disadvantages of outsourcing.
  • identify the steps of creating a positive outsourcing relationship.
  • identify the advantages of co-sourcing over outsourcing.

    • Disaster Planning: When Technology Fails

  • recognise the reasons for developing a disaster recovery plan (DRP).
  • determine the most effective strategies for handling call centre disasters, given a scenario.
  • match the steps of the recovery plan with their characteristics.

    • Advanced Inbound Call Centre Trends

  • recognise the benefits of having CTI and virtual design in the inbound call centre.
  • identify the CTI functions and features used, in a given scenario.
  • identify the advantages of the virtual call centre.
  • identify how technology supports virtual centres.

    • Internet Applications and Beyond

  • recognise the benefits of being on top of technological advances effecting the call centre.
  • identify the Web site services used in call centres.
  • identify the benefits of the e-mail option in call centres.
  • identify the benefits of VoIP technology.
  • match the cutting-edge Internet technologies with their functions.
  • identify examples of future inbound call centre roles, systems, and skills.

    • Course Number:
    CUST8214