services

Training

As customer training varies with the applications implemented and installed, Centurion, Inc. will customize a training program to meet your specific requirements. Subsequent to contract award, an assigned technical instructor will meet with your designated representative to determine who will be trained, when they will be trained, and what methods should be used. We then customize sessions for your executives, console attendants, ACD users, and for each station type.

We provide specialized training for customer employees who are designated to perform feature changes, generate system reports, and maintain system databases. We recommend user training be conducted at the client site, in a classroom environment, utilizing the actual voice terminals purchased, with sessions for the following groups:

Agents:

• General overview of the call center system
• Operation of the telephone and the software interface
• Logging in and out of the call center
• Making agents available for ACD calls
• Making agents unavailable for ACD calls
• Answering incoming calls - ACD calls - non-ACD calls
• Making outgoing calls - call back queued calls - non-ACD calls
• Call Center call flow and call treatment
• Call Center service levels
• Agent and group level call management reports
• Agent level system emergency and holiday contingencies

Supervisors:

• Overview of the system
• Call center call flow and routing
• Operation of the telephone and the software interface
• Logging in and out of the call center
• Making agents available for ACD calls
• Making agents unavailable for ACD calls
• Answering incoming calls - ACD calls - non-ACD calls
• Making outgoing calls - call back queued calls - non-ACD calls
• Supervisor level monitoring features
• Agent skills setup
• Creation and administration of agent scripting
• Real-time agent monitoring
• Call center management reports and interpretation
• Workforce management reports and interpretation
• Call center system and call flow emergency and holiday contingencies

Telecommunications Staff:

This training will consist of hands on administration, maintenance and problem solving on the equipment prior to the equipment being cut into service. Training will be concentrated in the following areas:

• Administration - This training covers administration of agent data (skills,
  extension numbers, agent information, etc.), outbound calling administration,
  voice mail and port administration.
• Maintenance - Maintenance training will include backup information, maintenance
  on trunks and lines, management of the agent telephone and PC interface.
• Development Staff and key users
• The development staff may be responsible for the Custom Reports and would
  then be expected to attend the Custom Report training. This covers the creation
  of customized Call Management reports using Seagate Crystal Reports.
  Some basic structured query language training may also be included.
• An overview of how the equipment fits into the existing network and telephony
  network will also be provided.

Non-Standard Languages:

Seagate Crystal Report Writer includes a SQL Builder, so coverage of SQL will cover modification of the output of the SQL Builder, along with some basics of SQL to aid custom report generation.

Manuals:

Each person completing the training sessions will receive a complete set of manuals that correspond to the training. Manuals will be delivered in hard copy format, printed in English, and may include the following titles:

• Agent Training
• Call flow documentation
• Connection specification
• Hardware and software system manuals
• System Administration and Maintenance
• Conversant equipment
• Seagate Crystal Report Writer