Build Complete Free Call Center Asterisk Issabel VoIP.

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

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