Call Centre and Contact Centre Management
Course overview
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.
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 | |
|---|---|---|---|---|
| 14 to 18 Dec 2026 | Durban | 5 Days | R18,000 | Book |
| 12 to 16 Apr 2027 | Pretoria | 5 Days | R18,000 | Book |
| 9 to 13 Aug 2027 | Cape Town | 5 Days | R18,000 | Book |
Fees are per delegate and exclude VAT. Dates run in the second week of each month. We also deliver this course on your own schedule, in-house or live online.
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