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One of our training experts will be in touch shortly to go over your training requirements.

Course Information

Course Outline

  • Plan and Manage Call-Centre Resources
  • Establish and Meeting Performance Objectives
  • Understand Call Waiting Standards and Customer Expectations
  • Using "Downtime" and Outgoing Call Management
  • Quality Service and Integrity
  • React to and Plan for Operational Bottlenecks
  • Providing Feedback and Encourage and Reward Commitment
  • Evaluating Call Handling in Terms of Sales and Customer Care Training
  • Provide Effective Support and Develop the Management Skills of Team Leaders, Lead Agents and Supervisors
  • Do’s and Don'ts
  • Review and Questions
  • Action Plans

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Prerequisites

Delegates must have a basic understanding of how calls are done in a call centre and essential terminology of the call centre.

Audience

This course is ideal for:

  • Senior Call Handlers
  • Supervisors
  • Managers
  • Executives
  • Team Leaders
  • Staff Members

Call Centre Management Training ​Course Overview

Managing a call centre successfully is as much of an art as it is a skill. Call centre management is how organisations manage the daily operations of the call centre, including forecasting, scheduling, employee training, reporting and all customer interactions.

During this 1-day Call Centre Management course, delegates will learn how to keep the team motivated and contributed towards the success of the call centre by meeting objectives. They will learn about quality service and integrity, evaluating call handling in terms of sales and customer care training, plan for operational bottlenecks, review and questions, action plans and more. Call centres are essential for creating healthy and maintaining positive relationships with customers.

This course enables delegates to make the best use of resources available, understand reports and plan for future activity of the call centre.

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What's included in this Call Centre Management training course?

  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

What our customers are saying

Frequently asked questions

FAQ's

Call centre management helps to manage daily operations with their customer interactions. It can be modernised with workforce optimisation (WFO) solutions.
Delegates must have a basic understanding of how calls are done in a call centre and essential terminology of the call centre.
This course is ideal for: • Senior Call Handlers • Supervisors • Managers • Executives • Team Leaders • Staff Members
You can manage a call centre by hiring best and 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.
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.
This course is 1 day.
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
The price for Call Centre Management Training certification in the United States starts from $995
The Knowledge Academy is the Leading global training provider in the world for Call Centre Management Training.

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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