Support Training

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"This course provides a comprehensive understanding of Support operations, including client communication, query handling, troubleshooting, ticket management, and coordination with internal teams. It equips learners with skills to deliver timely resolutions, maintain service quality, and enhance customer satisfaction."

Skill Level

Beginner

Duration

N/A

Certificate

Yes

What You'll Learn

Communication Skills, Collaboration

Customer Orientation, Role Clarity, Time Management

CRM Data Management, Dialer Configuration Skills

Campaign Personalization, Contact Filtering Skills

Inbound Call Flow Management

Role-Based Access Control, Supervisory Skills

Remote Workforce Setup Skills

System Administration, Call Recording Knowledge

Email Communication & Campaign Skills

Bulk Messaging Skills

WhatsApp Business API Knowledge

Call Routing Optimization, Categorization Skills

Branding Awareness, TTS API Configuration

Social Media Integration, QC Processes

API Integration Skills

Agent Handling Skills, System Navigation

Analytical & Reporting Skills

System Enhancement Skills

Ticketing at admin and Agent Panel

Debt Collection Process Knowledge

Greeter

Assessment Skills

Course Curriculum

Induction & Orientation

Day : 1 - Welcome to Your First Day at Elision Technologies Pvt. Ltd. 🎉

Day 2 : Agenda - Support Department

Support Training

Assignment

Assignment 1 : Upload some data and display in hopper

Assignment 2 : Create a custom field (PAN card & Account No.) and display on Agent & Admin panel

Assignment 3 : Create a bucket and showcase disposition & bucket on Agent panel

Assignment 4 : Download custom APR & custom export, match talk time and login time

Assignment 5 : Create a template, upload data via same, and display in hopper

Assignment 6 : Search and download the recording

Assignment 7 : Connect server via SSH

Assignment 8 : Dial a number and verify logs in Asterisk log

Assignment 9 : Configure a GSM gateway and make a call via same

Assignment 10: Send a WhatsApp message and showcase in WhatsApp report

Assignment 11 : Send a WhatsApp message and showcase in SMS report

Assignment 12 : Create a broadcast campaign and setup press 1 configuration, Dial some number and do press 1 and showcase the same in report

Assignment 13 : Create remote agents and assign 2 channels in OBD inside remote agents

Assignment 14 : Login on dialer and showcase ticketing portal with Ticket ID field custom fields in ticket portal

Assignment 15 : Enable Audio Storage in Dialshree, Upload one Audio via GUI and showcase same in /var/lib/asterisk/sounds

Support Quiz

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