Inbound Call Center Technology

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

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

Expected Duration
4.0 hours

Lesson Objectives:

Assessing Your Technological Needs

  • recognize the benefits of assessing an inbound call center's technological needs.
  • match telecom and network functions with given inbound call center requirements.
  • match the call center 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

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

    • Advanced Inbound Call Center Trends

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

    • Internet Applications and Beyond

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

    • Course Number: CUST0214