Eurokey Training Services

Services available

Our IPT instructors have a comprehensive technical background combined with an empathetic approach to end users. Experience gained through involvement with a large number of installations, in varied environments has armed them with a valuable library of skills. From the small doctor's surgery to large corporate finance houses, from retail outlets to international airports, each training matrix is specifically tailored to suit the target audience.
Our IPT instructors are the bridge between the end user and the installation engineer. The instructors can work through the unique requirements of each user, helping them to understand the capabilities of the system, allowing further customisation and maximising the engineer's set up time. All our instructors have experience of system functionality and are able to suggest and assist with "best practice" features.

Training Needs Analysis

Eurokey Training Services instructors can be available to attend project meetings or participate in conference calls with the client in order to assist with the classification of user groups, define specific features of the installation and finalise the training requirements.

End User Class room Training

Our instructors can provide full class room style training at the clients premises using the installed system. End user sessions can cover handset, voice mail and/or desktop features and functionality as required. The handset sessions will be based on Everyday Tasks, Special Tasks, and may include additional features. System specific training for PA's using Manager/ Secretary Features can also be covered. A typical End-User training course would last 1.5 hours each with 8-10 persons per session. This would cover a selection of basic features. If covering all handset, voice mail and desktop features the course may require more time allocated. The course content can be decided during the TNA. This is all subject to the system functionality.

Train the Trainer

In some organisations it is not possible for all users to attend training. We can offer a more in depth training session for team leaders or supervisors who will take on the role as in house trainers or Super Users who can pass on the knowledge gained to the other members of their departments.
A typical Super-User training course for handsets could last 1.5 to 2 hours each with 8-10 people per session. The extra time allows for more hands on and questions. This would cover a selection of basic features, if covering all handset, voice mail and desktop features the course may require more time allocated. The course content can be decided during the TNA. This is all subject to the system functionality.

Operator Training

The main switchboard operator's extensions are often the busiest within a company dealing with a high volume of call, some of which may be from first time callers. It is vital that this area is targeted for training to ensure the users can efficiently answer and route calls to the required extensions confidently. Our operator trainers will highlight all features and functionality to ensure effective working practice.
Typically, 2 delegates per session and two 3 hours sessions are offered in a day. Less time may be required if the operators are using handsets with additional expansion modules.

Go-Live Support

In addition to pre training, Go Live or BIS support by one or more floorwalkers ensures that there is someone close to hand that can answer questions and assist with any operational issues. Floorwalkers are also able to assist the engineers by collating any requests for adjustments such as Pick Up groups, unlocking voice mails accounts that have been locked by the user, or taking the details of any faults and relaying them back during the day. This allows the engineer more time to deal with completing the install and day one shifts and changes.
We would normally allow one floorwalker per 60 users, however some environments may require more based on the equipment installed or locations to be covered.

System Administration Training

As well as considering the users, the technical back up team will also require training in order to maintain on day to day bases the newly installed system. Administration training can be tailored to different levels as required. The Administration courses will run between 1 -2 days dependant on the level requested and content to be covered.

Development of Training Material

To assist the users from day one we are able to develop (if required) Quick Reference Guides and Operator Manuals which would be defined during the TNA process to suit the features and set up of the system installed. Manufacture guides are normally available on line however often cover all system features in far more detail than is required for the normal user. Our instructors cherry pick the most used daily features to create a quick and easy to follow user guide. Client specific information can be added such as pin numbers and passwords, external Voice Mail message collection number, to name just a few.

e-Learning

Eurokey Training Services has recently assisted 2e2 in developing a modular online help and training courses for the Cisco Callmanager suite of handsets. This package can be used both for existing staff that need "just in time" help and support or to use for new starters and be added into any staff induction course. The package is scalable and can be tailored to meet any future requirements that your system may have and can include any future upgrades. The training modules follow the pattern of Everyday Tasks and Special Tasks. The user may select the handset type they have on their desk and the feature they wish to view. It is extremely informative and allows the user to perform the feature as if using the handset. The following screen shot displays the menu options available for a Cisco 7962 handset.
Please contact us for more details.