Trained Professionals Committed to You

MICROTECH-TEL has made substantial resource commitments to insure that customer’s station users; attendants, systems administrators and technical personnel are adequately trained. The resources assigned throughout are experienced and trained professionals committed to quality and customer satisfaction.

MICROTECH-TEL provides a comprehensive and professional training curriculum for both the end user and the technical support staff. The information that follows is training recommendations and class outlines of the instruction to be provided to the station users and attendants.

Station User Training

MICROTECH-TEL recommends that 10 to 20 personnel be in attendance at each session. Selection of participants should be geared towards the functionality that will be afforded the user. Those personnel being provided with Digital Instrumentation should attend classes together. Those personnel providing call coverage should, in turn, participate collectively.

Each session will emphasize proper call handling techniques and feature utilization. Each participant will be given practice in the use of the instrument that will be installed at his or her workstation. Each participant will be provided a user’s guide for the appropriate station instrument. All training classes will be provided with “live” station instruments for demonstration and “hands on” system operation.

All training sessions will be conducted by MICROTECH-TEL Customer Service Advisors, specially trained in the field of effective training techniques.

General Training Information

• A. Course Length – Training classes will be 1 to 1½ hours in length depending on number of features to be presented and the level of understanding of the users.
• B. Method of Presentation – All training provided by MICROTECH-TEL is based on 25% lecture and 75% “hands on” instruction. “Live” equipment is available for this training. To build self-reliance in students, they are encouraged to ask questions during hands on training and to reference the written materials provided for the sessions.
• C. Recommended Size of Course: A training schedule will be arranged to accommodate up to 20 station users per training class & not less than 10. When arranging classes, those persons with identical or similar class of service and telephone instruments should be scheduled for the same session.
• D. Recommended Location of Training – Classroom style setting in a quiet location, free from distractions.

Post Cut-over Training & Support

It is recommended cut-over support be supplemented by scheduling a minimum of one station user training class on each of the post cut-over days where customer service personnel are on site. These classes are intended for those personnel who did not attend a pre cutover training session, and for those that may be experiencing difficulty in mastering station and/or system feature activation.

Additionally, MICROTECH-TEL trainers will visit personnel during the course of the business day, answering questions, providing guidance and demonstrating feature functionality to those personnel having difficulty accessing the system and station features. Further, a trainer will provide support to the console operator(s) for whatever period is required, even if it exceeds the specified time period. MICROTECH-TEL is committed to providing your operators, often the initial representative to speaking with the public, with the degree of training that allows each operator the feeling of confidence in having mastered the console operation and its feature capabilities.

Attendant Training

Attendant training will be provided at your location. Training will be provided prior to, during, and following system cutover. Not only will the primary attendant(s) receive thorough training; back up personnel will also be fully trained. Since the attendant conveys the first impression to the calling party, it is essential that these personnel be totally comfortable and confident with the system and its attendant console.

Approximately 2 1/2 to 3 hours of initial instruction will be provided on to two days prior to cut-over. This will include lecture, discussion and demonstration of the system’s features, and the application and implementation of each feature available to the attendant. Additionally, time in each session will be devoted to actual practice on the console, handling simulated trunk, network & station calls.

On the day of the cutover, the trainer will assist the attendant(s) throughout the day in an effort to buffer any trouble areas, check customer satisfaction, and supply any additional support or training. Each attendant will also received a detailed console operation manual. During cutover, a ratio of one (1) trainer to one (1) attendant will be provided.

System Administration Personnel

The degree, depth and nature of the system administrator training are driven by the customer’s determination. MICROTECH-TEL can provide basic training to enable customer adjustment of routine administrative functions. MICROTECH-TEL can also increase the scope of training to include MICROTECH-TEL sponsored attendance by customer personnel at OEM certification courses. MICROTECH-TEL’s partnerships approach is such that we work with the customer to give them the level of knowledge desired to meet their preferred role in managing their communications solution.