Call Routing for Call Centre Supervisors in Information and Communication Technologies

Call Routing for Call Centre Supervisors in Information and Communication Technologies

This course empowers Call Centre Supervisors in Information and Communication Technologies (ICT) to master the technical art of call routing. You will understand the principles and methodologies for directing call traffic efficiently, achieving key operational objectives. Learn to minimise operational costs by optimising call paths, applying least-cost routing (LCR) techniques for economic efficiency. The course also covers developing and implementing advanced congestion management strategies to effectively eliminate network congestion. This ensures high availability and performance in demanding ICT environments, enhancing your call centre's overall effectiveness and service quality.