FAQ
Questions people ask.
If yours is not here, you can ask at the free session.
What is Unified Communications?
Unified Communications means phone calls, video, chat and messages working together in one system, instead of separate tools that do not talk to each other. In a contact centre it lets customers reach you by phone, chat or message and be handled in one place. This course teaches how that works.
Is a call centre the same as a contact centre?
People use both terms. A call centre mainly handles phone calls. A contact centre also handles chat, email and messaging, which is why Unified Communications matters. The course covers both, and calls them contact centres.
What does upskilling mean here?
It means learning the technical side of the systems you already use, such as how calls are routed, how chat and voice are joined up, and how a contact centre is set up and run, so you have more options than agent work alone.
What IT careers can contact centre experience lead to?
Technical roles that look after contact centre systems, such as routing and call-flow design, support analysis, workforce planning, reporting and AI conversation design. The careers page explains each one. See the careers page.
Will this future proof my career?
No course can promise a job or a result. AI is already taking over repetitive contact centre work, so understanding the technology behind it gives you more choices. The evidence is on the why now page. Read why now.
How technical do I need to be?
You do not need any formal IT qualifications. You do need to be comfortable using a computer. The course uses a lot of contact centre terms, so if you have worked in a contact centre you will already know many of them.
How technical does it get?
As the course goes on, it introduces more technical concepts. The 60 hour course introduces the technical side slowly. To get to certification and job ready, you do need some understanding of technical concepts. These are taught throughout the course, one step at a time.
Can I do this around shifts?
The course is taught live over Google Meet, and every session is recorded, so you can catch up if your shift changes.
What if I miss a session?
Sessions are recorded, so you can watch it later. If you are stuck, ask in the next live session.
How much does it cost?
We confirm the price and payment arrangements in writing before you pay. The course terms explain how payment works. Read the course terms.
Will my employer pay?
Some employers do. A place can be funded in more than one way: you can pay yourself, your employer can pay, and some charities and community organisations may help. If you would like to ask your employer, you can send them our page for employers. Page for employers.
Is there a job at the end?
We cannot promise you a job. The course teaches you the skills, gives you a project to show employers, and connects you with companies and people in the industry.
Do I get a certificate?
Yes. You receive a Reroute Academy certificate when you finish the course. It is not a certification from Genesys, Cisco, Microsoft or any other company.
What equipment do I need?
A computer, a reliable internet connection and a headset. Everything else runs in your web browser.
What is the minimum class size, and what if a course is moved?
Groups are 12 to 16 people. A course needs enough people to run. If we move or cancel a course, you choose between a full refund and a free move to another date. The course terms have the details. Read the course terms.
After the call