Call Center Training Overview

Call Centre Management Training Course Outline

Module 1: Plan and Manage Call-Centre Resources

  • Step-by-Step Guide to Plan and Manage Call Centre Resources
    • Define Objectives
    • Analyse Historical Data
    • Forecast Call Volumes
    • Determine Staffing Requirements
    • Schedule Agents Effectively
    • Provide Ongoing Training
    • Implement Performance Metrics
    • Monitor and Manage Real-time Adherence
    • Foster a Positive Work Environment
    • Continuously Improve Processes

Module 2: Establish and Meeting Performance Objectives

  • Selecting Criteria for Success
  • Meeting Criteria for Success

Module 3: Understand Call Waiting Standards and Customer Expectations

  • Overview
    • Call Waiting Standards
    • Customer Expectations

Module 4: Using "Downtime" and Outgoing Call Management

  • Employee Downtime
  • Outgoing Call Management

Module 5: Quality Service and Integrity

  • Introduction to Quality Service
  • Introduction to Integrity

Module 6: Tackling Bottlenecks and Celebrating Commitment

  • Bottlenecks Overview
  • Celebrating Commitment
  • Employee Commitment
  • Customer Commitment

Module 7: Providing Feedback and Encourage and Reward Commitment

  • Introduction to Providing Feedback
  • Encouraging and Rewarding Commitment

Module 8: Evaluating Call Handling in Terms of Sales and Customer Care Training

  • Call Handling and Sales
  • Call Handling and Customer Care

Module 9: Provide Effective Support and Develop the Management Skills of Team Leaders, Lead Agents and Supervisors

  • Strategies
    • Training and Development Programs
    • Mentorship and Coaching
    • Performance Feedback and Evaluation
    • Clear Roles and Responsibilities
    • Continuous Communication and Collaboration
    • Lead by Example

Module 10: Decision Making, Performance Management

  • Elements of Decision Making
  • Effective Performance Management
  • What is Customer Experience?
  • Why is Customer Experience Important?
  • Customer Experience vs Customer Service
  • Assessing Customer Experience

Module 11: Do’s and Don’ts

  • Introduction
  • Review
  • Action Plan and Q&A

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Who should attend this Call Centre Management Training Course?

Our Call Centre Management Training Course is designed to equip participants with the skills and knowledge necessary to effectively manage and lead call centre operations. The course is particularly well-suited for:

  • Call Centre Managers
  • Customer Service Leaders
  • Operations Managers
  • Team Leaders and Supervisors
  • Quality Assurance Managers
  • Service Delivery Specialists
  • Human Resource Professionals

Prerequisites of the Call Centre Management Training Course

There are no formal prerequisites for this Call Centre Management Course. However, a basic understanding of Call Centre Operations, communication and management skills would be beneficial for the delegates.   

Call Centre Training Overview

Call Centre Management Training is crucial in today's customer-centric business environment. It focuses on enhancing the efficiency and effectiveness of call centre operations, a vital aspect of customer service and support. The training addresses various elements such as leadership, technology integration, and customer interaction strategies, making it highly relevant for ensuring excellent customer experience.

Professionals in customer service management, team leaders, and aspiring call centre managers should aim to master this subject. Understanding the intricacies of Call Centre Management is vital for maintaining high service standards, driving customer satisfaction, and improving team performance. This knowledge is crucial for those looking to lead successful call centre teams in any industry.

The Knowledge Academy's 1-day Call Centre Management Training offers an intensive learning experience. It equips delegates with the latest tools and techniques for effective call centre management. Participants will gain insights into best practices, enabling them to enhance their team's productivity and deliver exceptional customer service.

Course Objectives:

  • To Understand call center operations and key performance indicators (KPIs)
  • To Implement effective customer service strategies
  • To Optimise workforce scheduling and management
  • To Leverage technology for call center efficiency
  • To Develop leadership skills for team management
  • To Enhance customer relationship management
  • To Analyse and interpret call center data
  • To Drive continuous improvement in call center performance

After successfully completing the Call Centre Management Training Course at The Knowledge Academy, delegates will be well-equipped to lead and manage high-performing call center teams. Graduates of this training will possess the knowledge and skills needed to improve customer service, drive operational efficiency, and enhance overall call center performance.

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What’s included in this Call Centre Management Training Course?

  • World-Class Training Sessions from Experienced Instructors
  • Call Centre Management Certificate
  • Digital Delegate Pack

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Why choose us

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Call Center Training. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's Call Center Training, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's Call Center Training. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Call Center Training sessions.


Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment


Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Call Center Training at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.


Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

Our Call Center Training offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings


Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

Call Center Training FAQs

Call Centre Training equips individuals to handle customer calls professionally by imparting communication skills, product knowledge, and problem-solving techniques. Its goal is to prepare agents to engage effectively, resolve issues, and provide exceptional service while representing the company's values.
Call Centre Training is crucial as it equips agents with the skills to handle diverse customer queries efficiently. It ensures a consistent service standard, enhancing customer satisfaction and loyalty. Comprehensive training also aids in problem-solving, allowing agents to navigate complex issues adeptly.
In this course, you will learn how to plan and manage call-centre resources, understand call waiting standards and customer expectations, establish and meeting performance objectives, and action plan.
You can manage a call centre by hiring the best and most-skilled employees, ensuring proper scheduling for effective call centre management, communicating regularly with your employees, giving employees targeted feedback, and using data when making decisions.
Improved customer satisfaction, increased employee confidence and efficiency, reduced call handling time, enhanced problem-solving abilities, and higher employee retention rates are some of the benefits.
Common challenges include handling irate customers, managing stress, mastering the use of complex software, maintaining consistency in service quality, and adapting to frequent changes in products or policies.
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts.
We can provide support via phone & email prior to attending, during and after the course.
In the Call Centre Course, delegates will have 1-day intensive training with our experienced instructors, a digital delegate pack consisting of important notes related to this course, and a certificate after course completion.
The Call Centre Course is a 1-day training course during which delegates participate in intensive learning sessions that cover various course topics.
The price for Call Center Training certification in Belgium starts from €1195
The Knowledge Academy is the Leading global training provider for Call Center Training.
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Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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