Share Description
In this course, you will :
- Start an interesting career in the high-demand call center sector.
- Learn how to configure a whole conventional commercial call center using Open Source technologies.
- Take your business to the next level by creating your own call center.
- Implement Inbound Outbound campaigns.
- Integrate your CRM program with a call center.
- Use Predictive Dialer to load a CSV list of customers and disseminate calls.
- Activate the Incoming POP screen with the customer's name and contact information.
- Understand Issabel Call Center Reports
- Investigate the Supervisor level Features.
Syllabus:
1. Call Center Concepts & Definitions.
- Instructor Message
- Call Center Concepts
- Types of Call Center
- Call Center Components
- Roles in Call Center
- Call Center Analysis & Planning for the Business.
2. Getting Started - Call Center Core Configurations.
- Installing & Configuring Issabel Call Center Add on.
- Convert Issabel Web GUI Theme to Elastix Classic Theme.
- Creating Call Center Roles & Users in Issabel.
- Creating Agents
- Configuring Agent Callback Login.
- Creating Agents Break
- Creating Call Services Queues - Heart of Every Call Center.
- Agent's Script
- Creating Forms - Data Input During Live Call
- Creating Custom Web Page to Pop Up with Call
- Creating the Customer Phones Contacts List.
3. Inbound Call Campaign.
- Building Inbound Call Campaign
- Agent Console - Overview
- Agent Console - Call Back Login.
- Putting all together: Testing Inbound Call Campaign with live agent console.
4. Outbound Call Campaign
- Automated Outbound Predictive Dialer Concept
- Building Outgoing Call Campaign
- Creating the CSV File for the Outbound Predictive Dialer
- Putting all together: Testing Outgoing Call Campaign with live agent console
5. Reports & Statistics
- Elastix Call Center Reports Overview
- Agent Break Report
- Calls Detail Report
- Calls Per Hour Report
- Calls Per Agent Report
- Hold Time Report
- Agent's Login Logout Report
- Inbound Calls Success Report
- Graphical Report Calls Per Hour
- Agent Information Report
- Trunk Used Per Hour Report
6. Realtime Dashboard & Live Wallboard
- Issabel CallCenter Real Time Dashboard & Wall Board
- Agent Monitoring Report
- Incoming Calls Monitoring Report
- Campaign Monitoring
