Call Centre Management Training Course
Date | Format | Duration | Fees (GBP) | Register |
---|---|---|---|---|
12 Feb - 14 Feb, 2025 | Live Online | 3 Days | £1725 | Register → |
05 May - 07 May, 2025 | Live Online | 3 Days | £1725 | Register → |
02 Jun - 06 Jun, 2025 | Live Online | 5 Days | £2525 | Register → |
14 Jul - 18 Jul, 2025 | Live Online | 5 Days | £2525 | Register → |
04 Aug - 08 Aug, 2025 | Live Online | 5 Days | £2525 | Register → |
10 Nov - 14 Nov, 2025 | Live Online | 5 Days | £2525 | Register → |
15 Dec - 19 Dec, 2025 | Live Online | 5 Days | £2525 | Register → |
Date | Venue | Duration | Fees (GBP) | Register |
---|---|---|---|---|
17 Mar - 21 Mar, 2025 | London | 5 Days | £4450 | Register → |
19 May - 21 May, 2025 | Dubai | 3 Days | £3175 | Register → |
09 Jun - 13 Jun, 2025 | Nairobi | 5 Days | £4125 | Register → |
04 Aug - 15 Aug, 2025 | Amsterdam | 10 Days | £8550 | Register → |
01 Sep - 05 Sep, 2025 | Nairobi | 5 Days | £4125 | Register → |
19 Nov - 21 Nov, 2025 | Vancouver | 3 Days | £3925 | Register → |
29 Dec - 02 Jan, 2026 | Barcelona | 5 Days | £4450 | Register → |
Why select this training course?
Call centres are traditionally busy environments that require sound knowledge and leadership skills to navigate successfully. Call centre management deals with how organisations manage the daily operation of their call centre, including scheduling, employee training, forecasting, reporting, and all forms of customer interactions.
What is a call centre, and why is it important?
A call centre is an office or centralised department within a company where employees work to handle phone calls or customer requests. Call centres can be found all across the globe, and they play crucial roles in human resource management and interaction. While some call centres only have a handful of call agents, others employ thousands to manage customers’ requests and enquiries. These call agents are trained to execute various business tasks related to phone calls and interact with the people they talk to.
Call centres play a vital role in an organisation and provide a means or channel of communication through the telephone. It also serves as a frontline for business and plays a crucial role in delivering an excellent customer care experience. Call centres also provide an opportunity to sell products to existing and new customers.
What is the distinction between outbound and inbound call centre services?
Call centres play a key role in maintaining the image of an organisation and serve as a link between the business and the outside environment. Sometimes, call centres provide services on behalf of various businesses in the capacity of third-party companies. Call centres, including inbound and outbound call centre services, handle two main types of calls. The major difference between both types of services is based on the person initiating the call. An inbound call centre attends to calls originating from customers.
In contrast, in an outbound call centre, call centre agents are the ones dialling the customers. Forms of inbound call centre services include appointment scheduling, order taking, hotline services, customer services, answering services, and technical support. In addition, outbound call centre services include surveys, reminders, and telemarketing. However, some call centres offer a hybrid of inbound and outbound call centre services.
The Rcademy Call Centre Management Training Course is developed to equip participants with the skills and techniques to manage their call centre environment. The course covers time management, building team skills and motivation, and attending to requests urgently. In addition, participants will learn quality service and integrity, understand the best ways to listen to clients and be heard effective communication, and how to handle phone interactions. Focus is also on building sales and customer service skills needed in attending to customers, time management strategies, telephone etiquette, and stress management strategies.
Who should attend?
The following should undertake The Rcademy Call Centre Management Training Course:
- Customer service representatives are responsible for helping clients with questions and complaints, providing information about services and products, and processing returns
- Call centre agents are charged with answering calls from customers, listening to customers’ issues and needs, and offering valuable solutions
- IT professionals are responsible for upgrading and installing components, setting up software, and helping with network administration
- Marketing analysts are charged with supervising market conditions to assist companies in identifying products in demand and customers that will purchase them
- Directors are responsible for supervising a company’s operations, investments, ventures, and financial performances
- Project managers are responsible for planning and developing projects, preparing budgets, supervising progress, and engaging stakeholders
- Business managers tasked with monitoring and heading operations of business enterprise, developing and implementing business strategies, and evaluating business performances
- Functional managers are charged with supervising the daily operations of a company and offering directions to employees
- HR officers are charged with supervising all aspects of an employment process, training and orienting new staff members
- Individuals interested in learning about call centre management
What are the course objectives?
This training course aims to help participants achieve the following:
- Understand the basics of call centre management and how to handle HR challenges with confidence
- Recognise the various tools and techniques used in time management, planning, and resource management
- Learn how to attend to customers’ requests and enquiries with confidence and understanding
- Understand how to motivate and build an effective call centre team
- Learn how to plan effective resource usage within a call centre
- Offer effective support to clients and build management skills
- Learn how to handle unruly clients
How will this course be presented?
The contents of this course are curated solely to satisfy and boost participants’ skills in data and statistical analysis; it is participant-based. Different quality methodologies and techniques are employed to ensure constant participation and satisfaction of participants. The course will be taught by seasoned professionals in the field and extensively researched modules that thoroughly deal with the principles and practice of call centre management.
The Rcademy Call Centre Management Training Course comprises theory and practical learning delivered through lecture materials, case studies, visual aids, group discussions, problem-solving notes, evaluation of class activities, seminars, quizzes, and individual reports after each interaction.
What are the topics covered in this course?
Module 1: Introduction to Call Centre Management
- Overview and definition of terms
- The tasks and responsibilities of the call centre
- Types of call centre services
- The levels of value for a call centre
- The customer access strategy
- Importance of call centre
- Challenges faced by call centres
- The importance of the call centre in a business
- Customer expectations
Module 2: Overview of Customer Service
- Definition of terms
- Building a customer-centric mindset
- Identifying your customers
- Internal customers
- External customers
- The value of customer service
- Converting negative customer experience to positive experience
- Building a customer-friendly attitude
- Time management strategies
- Managing stress during calls
Module 3: Calming Upset Customers
- Recognising what makes customers upset
- Avoiding upsets
- The five steps to calming upset clients
– Identifying the problem
– Confirming customer’s value
– Synchronise and summarise
– Affirming customer’s value
– Learning from experience - Avoiding biases and stereotypes
Module 4: Internet Customer Skills
- Online chat
- Scripted responses
- The internet customer
- Placing a call on hold
- E-mail communication guidelines
- Closing a chat session
- Customer online support
- Knowledge base and websites
Module 5: The Call Centre Manager
- Overview
- The responsibilities of the call centre manager
- Handling customers’ complaints against workers
- Customer relationship management
- The Behaviours and skills of an effective Call centre Manager
- Leading and managing the team
Module 6: Mastering Communication Skills
- Dealing with difficult customers
- Telephone etiquettes
- Handling diversity
- Call centre scenarios
- Providing excellence in phone service
- Setting call centre standards
- Stakeholder engagements
Module 7: Customer Analysis
- Customer expectations
- Knowing your customer
- Analytical working style
- Assertive working style
- Behavioural style
- Defining the level of service
Module 8: Leading and Managing
- The call centre management toolkit
- Using dashboards and reports
- Linking to organisational strategy
- Understanding management and leadership style
- Establishing clear goals, objectives, and targets
- Using management information (MI)
Module 9: Customer Communication
- Mastering body language
- Presenting a professional image
- Non-verbal communication skills
- Physical distance
- Being positive
- Choice of words
- Tone of voice
- Inflexion and energy
Module 10: Telephone Customer Service
- Answering the telephone
- A professional greeting
- Mastering the telephone
- Active listening
- Giving recommendations
- Putting callers on hold
- Voice mail
- Transferring a call
- Closing the call
- Taking a message