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EasyUphill
CORPORATE DEVELOPMENT
+27 81 041 7673
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
Sales, Marketing & Customer Service
Call Centre and Contact Centre Management
Duration
5 Days
Delivery
In-house, public or online
From
R18,000 per delegate
Certificate
On completion
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 be able to do
- 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
Course outline
01
Planning staffing to match forecast contact demand
02
Setting and managing service level and answer targets
03
Monitoring calls and coaching agents for quality
04
Interpreting contact centre metrics and reports
05
Improving first contact resolution rates
06
Supporting and motivating agent teams
07
Managing occupancy, shrinkage, and adherence
Upcoming public sessions
| Dates | Venue | Duration | Fee per delegate |
|---|---|---|---|
| 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 exclude VAT. This course can also be delivered in-house at your premises on dates that suit your team, or live online.
To book or ask for an in-house quote
Reply to the email this brochure came with, call +27 81 041 7673, or visit eubiz.co.za and open this course.
EasyUphill Training & ConsultingTailored training that moves teams forward.
+27 81 041 7673 · training@eubiz.co.za
68 Sunstone Street, Germiston, 1401 · eubiz.co.za
68 Sunstone Street, Germiston, 1401 · eubiz.co.za