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Netforce designed and delivered
a six-week boot camp style course for a large telecom company
that was launching a Special Service call center. Most of the
call center personnel were unfamiliar with the specifics of the
information necessary for them to perform their jobs. The course
consisted of all technologies and equipment that the call center
personnel would encounter and was presented as a college style
course that included lectures, projects, and hands-on labs.
Some of the content that was addressed in this
course is: the OSI Model, POTS, ISDN, DDS, DS1, DS3, SONET, DWDM,
ATM, Frame Relay, TCP/IP, Internetworking, Routers, Switches,
Hubs, PBXs, as well as company specific Digital Cross-connect
Systems, software, and provisioning systems.
The training was a success as the call
center launched on time and received rave reviews from the field
by effectively handling in excess of 400 calls per day. |
