Call centre training
“I have no hesitation in recommending Square Systems to other training organisations. - Rob Cherry, School Business Leader, Wolverhampton College
The company
City of Wolverhampton College is a college of further education offering qualifications and pathways to employment for students. It works with business with the aim of offering a high quality employment resource.
The challenge
The College decided to develop a training course that gave students a skills-based qualification in call centre work. To achieve this, they needed a CTI based system that integrated computers and telephony to create a realistic call centre environment.
The solution
Square Systems produced an agent training application that replicates a call centre work station, complete with screen pops and telephony systems, with real world business scenarios.
The benefits
- The City of Wolverhampton College were able to offer hands on practical call centre training courses within 12 weeks of deciding to proceed.
- Continued support and improvements to the product to meet increasing demands for call centre training skills
- Course administration was minimised with the automatic collating and archiving of relevant student records, including recorded examples of each candidate's calls.
The full story
The aim of the customer services courses at City of Wolverhampton College is to provide businesses with a source of high quality resource, and to provide people with an opportunity to learn new appropriate skills.
Square Systems have produced an agent training application that emulates a call centre work station, including screen pops and telephony systems with real world scenarios. Providing experience of actual call centre technologies is central to the successful training of call centre agents and when combined with an NVQ qualification can make the difference in a competitive market place.
The proposal for link-T included one further benefit to the college in the form of reporting and evidence sheets. The formal qualification requires the collation of a candidate record which was facilitated by the ability of the application to produce printed evidence and archive it, with the option of including recorded examples of each candidate's calls if necessary.
"Square Systems provided Wolverhampton College with a suite of software with CTI and databases incorporating a number of realistic business scenarios that enabled us to offer call centre training courses within 12 weeks of deciding to proceed. The company continues to support us with effective general advice and improvements to the product to meet the increasing demands for training in call centre skills and I have no hesitation in recommending them to other training organisations." - Rob Cherry, School Business Leader, Wolverhampton College
By providing an application that accurately replicates a current call centre, Square Systems have been able to add a new dimension to existing training delivery whilst reducing the time required for preparing and administrating the courses.