SOFT SKILLS TRAINING

Garnett has various soft skills training courses to offer their customers, these courses can be offered at discounted rates, depending on the group size, and these courses include:

Frontline Etiquette
Supervisor coaching
Call centre agent training
Management skills
Computer skills

FRONTLINE ETIQUETTE

Many companies underestimate the importance of their frontline staff when dealing with their most valuable asset: Their Clients.
Garnett has compiled a comprehensive course for the frontline members of your staff, to help them cope with the expectations of management and their clients. With this course they will be better equipped to represent their company in the most professional manner possible.

CALL CENTRE TRAINING

Garnett has many years of experience in the call centre environment and specializes in the training of call centre agents and supervisor/administrator training. The call centre facilities and the concept of a call centre is covered during this training, our trainers are also proficient in the training of supervisors to run reports and understand the different reports that are generated.

TELECOMMUNICATIONS TRAINING

The objective of this course is to introduce people with limited or no knowledge to the wonderful world of Telecommunications
The modules are basic and informative, with the aim to give a clearer understanding and insight as to what is happening, available and assisting you and your customer with their communication requirements.

DAY ONE

Telephony and Data Basics; Basic Telecommunications

Introduction
PABX Features
PABX Types
Carriers/Networks
Work points
Peripherals
Features

DAY TWO

Computers

Internet/NetworksLAN/WAN
On the inside/outside
Input/Output
WiFi
VPN
Ports

Transmission

ISDN; ADSL
Modems
Satellite
Microwave
Cellular; Mobile
Wireless
Trunks; Tie Lines

Voice Over IP

Protocols
Bandwidth
Networking
Gateway
Transparency
Calling

DAY THREE

LAN/WAN/WIFI

LAN/WAN - What is it?
WiFi on a computer
Ethernet
WiFi Hotspot
WiFi Network Cards
Network topology
WiFi Connecting

TELEPHONE MANAGEMENT SYSTEMS/ VOICE MAIL SYSTEMS/AUTO ATTENDANTS

Introduction
Benefits
Telephone Management System
Voice Mail System
Auto Attendant

LEAST COST ROUTING

Introduction
Requirements
Conditions
Networking
Cell dialler

DAY FOUR

Video

Advantages
Savings
Applications
Room
Desktop
IP/ISDN

DECT

Features/Handsets
System concept
Applications
Base stations/Coverage
DECT survey
Savings/Security
Cautions

Call Centre

Origin/Types
Architecture
Auto Attendant
CTI/ACD
Connectivity
Management/Agents/Sup
Benefits




			SOFT SKILLS TRAINING Garnett has various soft skills training courses to offer their customers, these courses can be offered at discounted rates, depending on the group size, and these courses include: Frontline Etiquette Supervisor coaching Call centre agent training Management skills Computer skills FRONTLINE ETIQUETTE Many companies underestimate the importance of their frontline staff when dealing with their most valuable asset: Their Clients. Garnett has compiled a comprehensive course for the frontline members of your staff, to help them cope with the expectations of management and their clients. With this course they will be better equipped to represent their company in the most professional manner possible. CALL CENTRE TRAINING Garnett has many years of experience in the call centre environment and specializes in the training of call centre agents and supervisor/administrator training. The call centre facilities and the concept of a call centre is covered during this training, our trainers are also proficient in the training of supervisors to run reports and understand the different reports that are generated. TELECOMMUNICATIONS TRAINING The objective of this course is to introduce people with limited or no knowledge to the wonderful world of Telecommunications The modules are basic and informative, with the aim to give a clearer understanding and insight as to what is happening, available and assisting you and your customer with their communication requirements. DAY ONE Telephony and Data Basics; Basic Telecommunications Introduction PABX Features PABX Types Carriers/Networks Work points Peripherals Features DAY TWO Computers Internet/NetworksLAN/WAN On the inside/outside Input/Output WiFi VPN Ports Transmission ISDN; ADSL Modems Satellite Microwave Cellular; Mobile Wireless Trunks; Tie Lines Voice Over IP Protocols Bandwidth Networking Gateway Transparency Calling DAY THREE LAN/WAN/WIFI LAN/WAN - What is it? WiFi on a computer Ethernet WiFi Hotspot WiFi Network Cards Network topology WiFi Connecting TELEPHONE MANAGEMENT SYSTEMS/ VOICE MAIL SYSTEMS/AUTO ATTENDANTS Introduction Benefits Telephone Management System Voice Mail System Auto Attendant LEAST COST ROUTING Introduction Requirements Conditions Networking Cell dialler DAY FOUR Video Advantages Savings Applications Room Desktop IP/ISDN DECT Features/Handsets System concept Applications Base stations/Coverage DECT survey Savings/Security Cautions Call Centre Origin/Types Architecture Auto Attendant CTI/ACD Connectivity Management/Agents/Sup Benefits