Call Centre Management Training Course

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 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 your team's skills, 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.

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.

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

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

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

• 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.

Download the Course Brochure

Download a copy of our Call Centre Management training course brochure below.