Course information

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?

The Call Centre Course is designed to equip delegates 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 Course Overview

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

After successfully completing the Call Centre Training Course at The Knowledge Academy, delegates will be well-equipped to lead and manage high-performing call centre teams.

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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

Why choose us

Our Ottawa venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Ottawa is the capital city of Canada. It is located on the bank of the Ottawa River in the east of Southern Ontario province. It has an estimated population of 885,000 people. Ottawa is the fourth largest city in the world. The name of this city comes from the Algonquin word Odawa which means “to trade”. Education in Canada is mostly free and publicly funded. It is overseen by the federal, provincial and local governments, with the education within provincial jurisdiction and the curriculum overseen by the province. Education is compulsory in most provinces up to the age of 16. Parents can choose between sending their children to one of the public schools or they can sent them to a fee paying private school. Those who live in Ottawa and find that picking a secondary school is a fraught decision involving school zones and ratings. There are four main public school boards in Ottawa. One is English, one is English-Catholic, and one is French and another is French-Catholic. The Ottawa-Carleton District School Board which is the largest with 147 schools to oversee. The catholic school board has 85 schools, the Conseil des écoles catholiques du Centre-Est has 49 schools and the Conseil des écoles publiques de l'Est de l'Ontario has 37 schools. Canada’s higher has a very good reputation. However there is no formal ranking system and students will often choose colleges and universities bases on geographic convenience and the reputation of a particular course. Ottawa is one of the best educates cities in Canada as it is believed that over half of the population have graduated from college or university. Ottawa has the highest per capita concentration of engineers, scientists, and residents with PhDs in Canada. The University of Ottawa was founded in 1848 and was the first higher education institute to be established in the city.  The university is a bilingual public university. The University of Ottawa is ranked in the top 300 universities in the world, coming in at number 284 and is a top 15 university in Canada.  The university has faculties in the following areas: arts, civil law, common law, education, engineering, post graduate studies, health sciences, medicine, science, social sciences and the school of management. Ottawa also has two main public colleges Algonquin College and La Cité collégiale. There are also 2 catholic universities in the city; Dominican University College and Saint Paul University.

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Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Call Centre Training in Ottawa. 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 Centre Training in Ottawa, 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.

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

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Tailored learning experience

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

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Maximise your training budget

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

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Team building opportunity

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

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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 Centre Training in Ottawa 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 training fees for Call Centre Training certification in Ottawa starts from CAD1695
The Knowledge Academy is the Leading global training provider for Call Centre Training.
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Why choose us

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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.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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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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