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Call Centre Basic Technologies

Course Code CALL-402
Lecture hours per week
Lab hours per week
Course Availability: Open

You will learn the basic technological components of a call centre and the significant roles they play in call centre management. Areas to be covered include: telephone switching and network, the main engine of a call centre (PBS, ACD, VRU and work station database). Other powerful tools such as CTI, call load forecasting, scheduler, predictive dialler and call monitoring systems will be covered along with call centre terminology and emerging technologies.