Call Centre and Contact Centre Management
Contact centres sit at the frontline of customer relationships and generate rich operational data. This course covers how to run a contact centre that balances service quality with efficiency. Participants study workforce planning, quality, and the metrics that drive performance.
Course outline
What this programme covers, module by module.
- 01Planning staffing to match forecast contact demand
- 02Setting and managing service level and answer targets
- 03Monitoring calls and coaching agents for quality
- 04Interpreting contact centre metrics and reports
- 05Improving first contact resolution rates
- 06Supporting and motivating agent teams
- 07Managing occupancy, shrinkage, and adherence
What you will gain
- Plan staffing to match contact demand
- Set and manage service level targets
- Monitor and coach for quality
- Interpret contact centre metrics
- Improve first contact resolution
- Support and motivate agent teams
Who should attend
- Contact centre managers
- Team leaders and supervisors
- Workforce planners
- Quality and training staff
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 26 to 30 Oct 2026 | London | 5 Days | US$1,800 | |
| 9 to 13 Nov 2026 | Dubai | 5 Days | US$1,800 | |
| 7 to 11 Dec 2026 | Pretoria | 5 Days | R18,000 | |
| 11 to 15 Jan 2027 | Durban | 5 Days | R18,000 | |
| 1 to 5 Mar 2027 | Cape Town | 5 Days | R18,000 | |
| 17 to 21 May 2027 | Johannesburg | 5 Days | R18,000 | |
| 19 to 23 Jul 2027 | London | 5 Days | US$1,800 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R18,000 per delegate
- Duration
- 5 Days
- Field
- Sales, Marketing & Customer Service
- Formats
- In-house, public, online
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