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AveriStar offers the best Hosted Call Center training available for your sales, sales engineering, and support organizations. Our training class covers a wide range of topics including feature mapping from traditional call centers, reporting, competitive analysis, and provisioning.

Our trainers have been using every release of BroadSoft Hosted Call Center since R13, and have extensive background training both carriers and end-users alike. Our training class includes electronic course material, including our Call Center Cookbook for Sales and Sales Engineering, guiding your organization through the perfect demo, quotes, and design best practices.

Overall Objectives

• Equip staff to field customer calls re: call center setup and operation
• Equip staff to perform basic operational troubleshooting
• Equip staff with understanding of key call features and settings
• Provide easy to use reference material

Course Outline

• General overview of the BroadWorks Call Center Application
• ACD queues versus client-based application (basic, standard and premium licenses)
• Overview and purpose of the call center and agent/supervisor client applications
• Overview and functionality of the Enhanced ACD, including  service policies, settings, call distribution, and assignment of calling features
• Agent Client applications, features, and real-world use
• Supervisor Client applications, features, and real-world use
• Reporting and Statistics overview and capabilities
• Installation and initial login to the agent and supervisor clients
• Overview and functionality of the agent client to incoming calls, transfers, supervisor camp-on, recording, wrap-up time and presence
• Overview and functionality of the supervisor client to include camp-on, queue management, reporting and statistics, and wall boarding
• Disaster recovery and remote survivability options to include supporting agents that work remotely
• Customizing the look and feel of the client applications