The course
Your Course
After the initial session, suitable candidates will be invited for the full 6 week course.
How it fits together
From sign-up to the 6 week course
-
1. Sign up
The sign-up form invites you to an initial free 2 hour session. It covers why the course, career paths and jobs, how call centres work, AI, and questions with us.
-
2. The free 6 week course
After the initial session, suitable candidates are invited for the full 6 week course, taught live online.
What you learn
Six topics, one after another
The course follows this order. Each topic builds on the one before.
- Topic 1
How a contact centre really works
The pieces of a contact centre and how a call moves through them.
- Topic 2
Voice foundations
How voice calls work over the internet.
- Topic 3
Joining up phone, chat and messaging
Handling calls, chat and messages together in one place.
- Topic 4
Staffing, data, payment security and data protection
Planning who is needed when, using the data, and keeping customer details safe and within the law.
- Topic 5
AI in the contact centre
What AI can and cannot do in a contact centre, and where it helps the people who work there.
- Topic 6
Build your own cloud contact centre
You set up a working contact centre on a cloud platform, then present it as if to a client.
Want to see the technology first? Follow one call through a contact centre.
Why it is free
Why is the 6 week course free?
This is a new industry course. To generate the funding it needs, we need a number of students to get successfully through the first stages. So the first places are free.
What it is
What is this course?
The subject
Unified CommunicationsPhone calls, video, chat and messages working together in one system, instead of separate tools that do not talk to each other. Often shortened to UC. Jargon buster means calls, chat and messages working together in one system. This course covers how that works inside a contact centre.
A real course, taught by real instructors
Your instructors come from the industry and teach it live over Google Meet. It is real-time interaction, not a set of pre-recorded videos.
Connected to the industry
Your instructors know the industry and the people who run contact centres. At the end of the course you will be connected with companies and people in the industry.
The skill
Become a Unified Communications expert
Unified Communications means calls, chat and messages working together in one system. In a contact centre, it is the technology that connects customers to the right person.
Why it is different
It is not one product or one language. It joins up voice, networks, cloud platforms and AI, so you need to understand how the pieces fit together.
Why there are so many options
Many companies make contact centre systems, and each works in its own way. The same job can look very different from one employer to the next.
Why so few people do it
- There are few formal training courses.
- There are few people who can teach it.
- Most training comes from the companies that make the products. It focuses on selling their own product and often overlooks how the student develops.
This course teaches the subject itself, from the start, so you are not tied to one product.
What you finish with
What you take away
The project: you build a working cloud contact centre yourself, and present it at the end as if to a client.
- A contact centre you built yourself
- A recorded client presentation to show employers
- A Reroute Academy certificate
- Connections with companies and people in the industry
The course cannot promise a job. It prepares you to work towards roles like the ones on the careers page.
Getting certified
Go from little to no IT experience to being ready for certification
The course starts with how a contact centre works and builds up from there. Its target is to give you all of the base knowledge you need to go on and study for industry certifications.
A base for the exams
Vendor exams assume you already understand the basics. The course teaches those basics, step by step, with hands-on practice.
Amazon Connect is the first
Amazon Connect, from AWS, is the only certification route so far. More may follow as we work with more industry providers.
See the platforms and certifications. The course prepares you for them. It does not include the exams.
Paying for it
Who pays
There is more than one way to fund a place.
Self-funded
You pay for your own place.
Your employer
Some employers pay for their people to reskill. If you would like to ask yours, the page for employers explains it from their side.
Government subsidies
Government subsidies may help towards the cost. We are looking at how to make this easier.
The price and payment arrangements are confirmed in writing before you pay.
After the call