Call Centre Management Training Course

Course Aims

Call Centres are a busy place, you’ll know this if you work in one now. For that reason Managing in a call centre means you will be as busy as anyone in your environment.

Our Call Centre Management Training Course is designed to give the managers within a call centre with the skills and techniques to manage effectively in this very specific environment.

We look at how to manage the time that you have available effectively, develop the skills of your team, motivate yourself and your team members and deal with issues quickly that need your immediate attention.

The course is highly interactive, providing ample time to put the skills into practice using a range of simulations and skills practice sessions.

Course Objectives

By attending this Call Centre Management Training Course you will:

• Be able to effectively plan their day, leaving contingency time for issues that crop up
• Know how to generate a sense of ownership from the team reducing reliance on the manager
• Be able to deal with HR issues with confidence
• Understand a range of tools and techniques that will help with managing time, planning and resource management
• Be able to generate buy-in to change and manage the change process effectively.

Course Content

Here is what we cover in this Call Centre Management training course:

The Call Centre

• The role of the call centre in a business
• The tasks of your call centre
• Customer expectations of your call centre
• Challenges faced by call centres

The Call Centre Manager

• The role of the call centre manager
• Leading and managing your team
• The skills and behaviours of an effective call centre manager
• Customer relationship management

Leading and Managing

• Understanding your leadership and management style
• Communicating effectively
• Setting clear targets, goals and objectives
• Linking to the organisational strategy

Call Centre Management Tools

• Using management information (MI)
• Using data dashboards and reports
• Making decisions from your data

Your Team

• Motivating your team to achieve high-performance standards
• Coaching your team
• Resource planning
• Delegation
• Team and business analysis
• Personal Development plans

We will work with you to agree on the course content for your course based on your needs. The course can be delivered in 1 day or over multiple days.

Who Should Attend our Call Centre Management Training Course?

This call centre management training course is for anyone who is responsible for overseeing a call or contact centre or teams

If you want to:

• Know how to manage your call centre to deliver great service
• Be able to set clear service standards and monitor and measure agains them
• Motivate team members to deliver great service
• Have confidence in tacking performance issues in the call centre
• Clear clear strategies for improving and maintaining service standards
• Have a better approach to resource planning
• Use management information to make better decisions

Then this call centre management course is for you.

The course is suitable for people of all levels and in all roles and industries. We can also reduce the level of the content making it suitable for Call Centre Team Leaders.

A 1 day online live virtual training course with one of our highly experienced call centre management development trainers. You also get:

• A highly interactive online experience
• Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer
• A digital copy of the course materials from the course
• A digital course certificate

Call centre management is using a range of leadership and management skills, but highly targeted towards call and contact centre departments and teams

Absolutely. Just let us know what your objectives and main areas of focus are when you contact us and we can discuss how best to bespoke the course for you.

As we only deliver this course as an in-house course, we will work with you to understand who will be attending the course and ensure the course is pitched at the correct level for the attendees and that it looks specifically at your organisation and teams - whether that be for senior call centre managers or team leaders.

Yes. We have lots of articles about leadership and management in our blog.