Marketing & Communication

Call Centre Management

Contact centres are often the main voice of the organisation to customers. This course covers contact centre management: forecasting and scheduling, service levels, quality monitoring, agent coaching, channel strategy, technology, cost control and improving customer satisfaction and first contact resolution.

5 days Classroom or live online English

Smart Horizon Certified - Global Leadership Consultants

Take the course details with you.

Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.

Download course PDF

Why attend

From knowledge to real-world impact.

Well-managed contact centres deliver great service at lower cost. You will learn the operational and people skills needed to run them.

Workplace challenges

Professional Problems This Course Is Designed to Solve

The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.

Difficulty translating subject knowledge into practical workplace decisions.
Inconsistent approaches to the activities covered in the course outline.
Lack of a structured plan for applying and reviewing new skills.

Course methodology

How you will learn.

Workforce planning exercises, quality monitoring practice, coaching role plays and case studies.

Course objectives

What you'll take away.

By the end of this course, participants will be able to:

Forecast contact volumes and schedule staff
Manage service levels and queues
Monitor and improve interaction quality
Coach and motivate agents
Manage multichannel contact strategies
Improve satisfaction and first contact resolution

Target audience

Who should attend.

This course is suitable for:

Contact centre managers and supervisors
Team leaders
Workforce planners
Quality analysts
Customer service managers

Target competencies

Capabilities you will build.

Participants will develop competencies in:

Workforce management
Service level management
Quality monitoring
Coaching
Customer experience

Course outline

Your learning journey.

A focused, practical outline with time to explore, apply and reflect.

Day 1Contact Centre Fundamentals

09:00–10:08Role and channels
10:08–11:00Key metrics
11:00–11:30Coffee break
11:30–11:45Key metrics (continued)
11:45–12:53Cost drivers
12:53–14:00Exercise

Day 2Workforce Management

09:00–10:08Forecasting
10:08–11:00Erlang and staffing
11:00–11:30Coffee break
11:30–11:45Erlang and staffing (continued)
11:45–12:53Scheduling
12:53–14:00Workshop

Day 3Quality

09:00–10:08Quality frameworks
10:08–11:00Monitoring and calibration
11:00–11:30Coffee break
11:30–11:45Monitoring and calibration (continued)
11:45–12:53Feedback
12:53–14:00Exercise

Day 4People

09:00–10:08Coaching agents
10:08–11:00Motivation and attrition
11:00–11:30Coffee break
11:30–11:45Motivation and attrition (continued)
11:45–12:53Team leaders
12:53–14:00Role play

Day 5Improvement

09:00–10:08First contact resolution
10:08–11:00Technology
11:00–11:30Coffee break
11:30–11:45Technology (continued)
11:45–12:53Improvement plan
12:53–14:00Action plan

The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.

Dates & venues

Find a session that works for you.

Confirmed dates accept registration requests. Tentative dates are enquiry only.

Good to know

A few things to know.

How is the course delivered?

Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.

Can you deliver this programme for our team?

Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.

Will I receive a certificate?

Participants who complete the programme receive a Smart Horizon UK certificate of attendance. Smart Horizon UK programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.

What should I confirm before booking travel?

Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.

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