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END USER TRAINING
Training can be done in your conference room or one on one. For smaller offices, the most efficient use of training time is done using a "train the trainer" approach.
We have found that the easiest way to do training is to use an enclosed office which can be set up with the various phones which will be live on the new system but prior to the cutover date. Users will be brought into the room by the IPO Techs trained "Trainer" and introduced to the phone model and procedures. Also at this time the users voicemail box will be setup by the end user and other initial password items will be completed. In this manner, on go live day, users can begin using their phones immediately.
The amount of training is typically negotiated during the proposal process where a number or days or hours is set aside for these purposes. All scheduling of classes or one on one sessions to be coordinated by the customer working with our Project Manager.
Handouts (end user guides) will be provided for up to 10 users. Over 10 users and files will be provided for your printout. Separate handouts will be provided for phone set useage and voicemail functions. We provide customized plain English handouts based upon the type of system you have, type of phones, and features enabled. Not many companies go this extra step. We also supply the standard end-user instructions provided by the manufacturer.
OPERATOR & ADMINISTRATOR TRAINING
Training for the Receptionist or Operator is a key element in an overall training plan for your new phone system. The use of holding, transfers (announced or unannounced), parking, direct transfer to voicemail, paging, integration with executives, and precense awareness are all useful skills or tools to handle your customers calls efficiently and effectively.
Specialized training for IT or Telecom staff is also available and is made a part of the installation if desired. Your staff can shadow our installers and programmers. Active participation in various stages of the setup and customization will be encouraged. There is no additional charge for this training.
IP Office Techs also offers training for the following skillsets for new or existing installations and upgrades of Nortel, VoIP Systems and Avaya IP Office:
- End User
- Call Center Agent
- Call Center Supervisor
- Basic Phone System Administration
- Report Generation Manager
- Operator or Receptionist
- Road Warrior
- Power User
- Home Based User
- Phone Interconnections (for Building Engineer)
In certain circumstances, remote training is the best option. We dial into a conference or cell phone where at least three new system phones are in close proximity. We then establish a remote connection to the phone system so we can observe how people are using the test phones. We then work through our training guide, having the attendees use the phones to match what is being learned. We feel a hands-on approach is the best way to learn about a new phone system and it's custom features.
We allow questions to be asked during the training and then circle back to the curriculum when the questions have been answered. Classes are usually an hour or less.
This works well for groups of up to 6 people. We provide custom handouts and also provide a link to our online YouTube videos which will reinforce what was learned in the remote training.
Which type of training from the above list will be decided ahead of time along with the number of attendees per class and schedule. Classes are typically 30-50 minutes long for each session.
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