|
Call Processing Training Courses CTS' Training Center, in partnership with CTS application specialists, offers courses in both telephone training and call processing. Telephone training courses help customers learn about features and services associated with their telephone models or voicemail systems. Call processing training courses teach customers about their customized call processing application(s). The lab setting in select classes ensures participants will receive practical hands-on experience using telephone features, recording system greetings/announcements and entering data records.
Automated Attendant
This class will help employees understand the system design and manage system greetings and messages. Participants will learn how to: - Recognize call routing and be informed on what options are presented to callers
- Make changes to system greetings
- Retrieve system messages
- Prepare for application installation (if new)
ACD (Automatic Call Distribution)
Classes are customized based on your departmental settings, features and parameters. Each class is in accordance with the duties associated with the ACD system: ACD Telephone Agent, ACD Telephone Supervisor, ACD Managed Information Systems (MIS) Remote Terminal Administrator.
ACD Telephone Agent
This class will help telephone representatives understand how the ACD system is processing calls, the benefits to having the system and what tasks they must perform to support the call center’s success. Participants will learn how to: - Define terms, call processing conditions and call routes specific to the department application (applicable to agent position)
- Log on and off the system
- Answer ACD and non-ACD calls
- Perform wrap up duties
- Track group activity
- Transfer ACD calls
- Receive Stat-VU messages (if applicable)
ACD Telephone Supervisor
This class will help supervisors/managers understand how the ACD system is processing calls, how to perform ACD Agent duties, and learn how to use the supervisory features assigned to his/her telephone. Participants will learn how to - Define terms, call processing conditions, and call routes specific to the department application
- Complete ACD Agent telephone tasks
- Use ACD supervisor telephone features to monitor group and agent performance
- Record and change the call queue announcement(s)
ACD MIS Remote Terminal (Introduction)
This class will help supervisors/managers take immediate action when changes in staffing levels or call volumes are experienced, in order to maintain or improve customer response times. Individuals attending should be responsible for changing ACD system parameters, entering data records or generating reports. Participants will learn how to: - Log on the terminal and navigate through various windows using features and commands
- Interpret up-to-the-minute ACD group and agent activity appearing on the Real-Time Display
- Modify group parameters and maintain agent and system records
- Initiate and interpret 3 common ACD reports
- Enter external messages for Stat-VU or Display Boards (if applicable)
- Prepare for application installation (if new)
Course Requirements: Knowledge of ACD call processing terms, conditions and routes. ACD Supervisor course recommended.
Uniform Call Distribution
Classes are customized based on your departmental settings and features. Each class is in accordance with the duties associated with the UCD system: UCD Member and UCD Supervisor.
|
