Support Training

OnviCenter Training	Support Overview
Founded on principles of best practices, OnviSource's highly skilled staff brings industry knowledge and experience to each of its customers. OnviCenter training includes a tutorial approach designed around everyday contact center activities. Training provided by the OnviCenter support team includes:
Step-by-step instruction in proven call center management processes. Web-based training that accommodates flexible scheduling for call center personnel Classes on location, customized to your company requirements Experienced instructors with small class sizes for individual attention Classes specifically designed for supervisors, managers or in-house trainers. OnviSource offers a wide variety of web-based and onsite training classes.
OnviCord Training Options Basic Training Basic training is a brief one-hour course designed to teach System Administrators the basic operations of OnviCord software. Quality Assurance Introduction This course is designed to teach Supervisors or Team Leaders template creation and use of the evaluation tool package, as well as analysis of system logs and evaluation reports. Supervisory Training This course is an interactive program developed to teach Supervisors how to create and modify users, permissions and user group administration. Standard reporting, remote live monitoring, custom settings and system monitoring topics are also discussed. Advanced Operations The Advanced Administration two-hour on-line web course is designed to teach extensive operational functions to System Administrators and/or IT Managers. Quality Assurance Workshop The Quality Assurance Workshop is an in-depth two-day, on-site course designed to give managers the skills needed to implement the OnviCord quality assurance package. Evaluation templates are designed, tested and implemented. Managers are trained on how to evaluate calls and report the results. Supporting documentation will be provided to facilitate effective results and provide future reference materials for users. Your quality assurance program will be fully operational upon completion of this workshop.
OnviCall and OnviScript Training Options OnviSource offers web-based training for OnviCall and OnviScript customers. A software CD with user manuals for agents and managers is shipped with the OnviCall system. Online training begins after installation but prior to cut-over. Our training methodology is to train a few key people in your organization who then serve as trainers for the remainder of your staff. Training of persons performing system administration functions is conducted online by an experienced OnviSource trainer. Unlimited training support is available during standard hours of operation, 8 a.m. to 5 p.m. (CST), for up to three months after OnviCall is installed and operational. Extended or refresher training is always available thereafter at an additional charge in accordance with your service agreement for up to four users at a time.