Call Center Management Training
| Start Date | End Date | Venue | Fees (US $) | ||
|---|---|---|---|---|---|
| Call Center Management Training | 28 Jun 2026 | 02 Jul 2026 | Istanbul, Turkey | $ 4,500 | Register |
| Call Center Management Training | 04 Oct 2026 | 08 Oct 2026 | Dubai, UAE | $ 3,900 | Register |
Call Center Management Training
| Start Date | End Date | Venue | Fees (US $) | |
|---|---|---|---|---|
| Call Center Management Training | 28 Jun 2026 | 02 Jul 2026 | Istanbul, Turkey | $ 4,500 |
| Call Center Management Training | 04 Oct 2026 | 08 Oct 2026 | Dubai, UAE | $ 3,900 |
Introduction
The fundamental principles of contact center management that equip call center management professionals to build exceptional operations and careers. Advance the success of your call center and achieve your professional career goals with a solid foundation in planning and managing an exceptional call center. Evolving customer expectations, the rise of social media, proliferating contact channels, and the heightened strategic role of customer services are changing contact centers dramatically. You’ll learn how to apply the core principles of managing a contact center to these critical new environments. This course is guaranteed to give key staff involved in resource planning, call center analysis, and performance reporting the tools necessary to make a real, lasting, bottom-line financial impact.
Objectives
- Key contact center management principles and practices
- Terms, definitions, and requirements of successful contact center management
- Formulating a plan using the content and tools provided to make positive improvements in your workplace
- Tips for reducing contact center costs and improving your bottom line
- How to meet service levels consistently and measurably
- How to forecast the workload and create schedules that meet the needs of customers and employees
- Strategies for improving performance by choosing the right metrics and goals
- Establishing contingency plans for unexpected traffic peaks
To understand how to design all aspects of a modern call center, including location, technology alternatives, and building design. To understand and make informed decisions about the advantages and disadvantages of outsourcing call handling versus in-house.
Training Methodology
This is an interactive course. There will be open question and answer sessions, regular group exercises and activities, videos, case studies, and presentations on best practice. Participants will have the opportunity to share with the facilitator and other participants on what works well and not so well for them, as well as work on issues from their own organizations. The online course is conducted online using MS-Teams/ClickMeeting.
Who Should Attend?
The course is targeted at aspiring and existing Call Centre managers and supervisors who wish to improve their overall Call Centre management knowledge and gain a recognized professional qualification.
Course Outline
Day 1: The Dynamic Contact Center Profession
- Definition of a contact center
- Three levels of value for a contact center
- The customer access strategy
- The contact center profession
Day 2: The Planning and Management Process
- 3 driving forces in the contact center
- 9 step planning and management process
- Service level vs. response time, and guidelines for setting each
- Sources of planning data
- The forecast: the importance of getting it right and two approaches
- Breaking down a forecast
- Impact of emerging channels
- Ten common forecasting problems
- Wrong ways to calculate staff
- Using Erlang C to calculate base staff
- The dynamics of size
- The cost of delay
- 6 immutable contact center laws
- Skills-based routing
- Impact of peaked traffic
- Impact of long calls
- Chat considerations
- Outbound considerations
- Response time calculations
- Resource planning for social interactions
- Rostered Staff Factor and Shrinkage
- Scheduling to the demand curve
- Long-term staffing model
Day 3: Effective Real-Time Management and Recovery
- The moment-by-moment reality of staffing
- 3 key principles for real-time management
- Guidelines for monitoring real-time information
- Developing plans to react in advance
- Intraday forecasting
- Implementing a workable escalation plan
- Common root cause suspects
- Real-time alternatives
- Post-Recovery analysis
Day 4: Improving Quality and Productivity
- 7 important quality principles
- Key customer expectations
- The relationship between service level and quality
- Characteristics of a quality interaction
- The customer interaction process
- Tools for finding and fixing root causes
- Contact center objectives with big payoffs
- Key individual performance objectives
- Things senior managers need to know about contact centers
Day 5: Summary and Next Steps
- Characteristics of leading centers
- The importance of every person
- Tips for personal professional development

