CTI under it's brand name EDGE TRAIN provides intensive training for candidates. This is done in order to equip them with skills required to deal effectively with high frequency transactional intensity, scalability and continuous process improvement. Our call center training programs include comprehensive skill enhancing programs, on-the-job training, refresher courses and testing among others. call center training process is structured into 3 levels starting with a broad industry focus to a more specific company focus and finally, narrowing down to a sharp process focus, with a specific orientation to the needs of clients in the USA and UK.

NASSCOM, India's apex body for the software and services sector, predicts a US $142 billion call center industry in India by 2008. Call center outsourcing and Training to India is here to stay and CTI is an active part of this movement that has changed the way global companies do business.

EDGE Excellence is skilled at examining all aspects of contact center operations. We help you balance customer expectations and financial objectives by identifying the performance metrics that will drive success. Our assessment process will make performance gaps more obvious and help to pinpoint the initiative that commits a minimum of resources to achieve the best performance results.

Technology optimization is an important part of every contact center. Seamless interaction and contact support require all of your technology assets to be operating in unison. Much of contact center technology either measures and manages agent productivity or executes functions previously performed by live agents. For self service to be effective and a positive experience for the customer, ongoing management is essential. Our auditing team will work with you to insure effective execution.

Employee selection is crucial to center success and profitability. Designing and implementing an effective selection and assessment process is the first step in maximizing your hiring and ultimately, your training process. We will work with you to select the skills, abilities and knowledge essential for the team. Whether you hire direct or work with a temporary agency, we can help you select the best team.

Balancing efficiency and effectiveness is the challenge we face everyday. Individual and center scorecards help "inspect what you expect" and measure your progress. We will help you insure the best financial balance while insuring customer and employee satisfaction.

Present day innovations can help you to enhance customer value, control and reduce costs, meet customer expectations and handle increasing customer contact workloads. This course provides the skills and knowledge to set up, maintain, and manage the Contivity gateway, as well as its firewall, routing, security, network management, and local area network (LAN)/wide area network (WAN) capabilities. Through lecture and hands-on exercises, you examine the full set of hardware and software features.

This training course include a Certification Exam which will be administered at the completion of the course. The Certification Exam is a proctored, closed-book exam

• Introduction to the various technologies in Call Centers
• Basics in Networking
• Dialer Management
• Router Configuration
• Gateway Configuration
• Security and VPN
• Live training on call center setup

• Call center planning
• Overview of the call center industry
• Communication
• Accent Neutralisation
• Listening Skills
• Telephone Etiquettes
• Customer Handling Techniques
• Sales
• Live Call Training

• Site Selection Issues
• Floor Plan Design
• Health, Safety and Security
• Regulatory Requirements
• Disaster Recovery

• Attitude
• Confidence
• Communication
• Posture
• Transaction Monitoring
• Service Levels
• Customer Satisfaction Data and Information Management and People Management
• Gap analysis and performance tracking