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Call Center Management Course

Call Center Management Course
from 4 to 360h flexible workload
valid certificate in your country

What will I learn?

Master key management skills to plan staffing, create efficient schedules, and cover peak times while following labour rules. Learn to predict demand, use Erlang ideas, and turn data into proper rosters. Set good KPIs, make simple dashboards, and apply coaching methods, feedback systems, and ongoing improvement tools to raise performance, service quality, and operational steadiness.

Elevify advantages

Develop skills

  • KPI strategy design: build useful dashboards, targets, and review schedules quickly.
  • Call centre coaching: conduct targeted one-on-one sessions, PDPs, QA feedback, and correction plans.
  • Forecasting demand: produce accurate call volume predictions using real call centre data.
  • Workforce planning: convert predictions into efficient, rule-following schedules with basic Erlang.
  • Continuous improvement: carry out RCA, A/B tests, and feedback loops to improve CSAT and SL.

Suggested summary

Before starting, you can change the chapters and workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.
Workload: between 4 and 360 hours

What our students say

As suas aulas são perfeitas. Adquiri o pacote de um ano e, finalmente, tenho a oportunidade de acompanhar diversos temas do meu interesse sem precisar mudar de plataforma... agradeço por tudo o que fazem, já recomendei vocês a outras pessoas...
Giulio Carlo
Giulio CarloAluno de Marketing Digital
Eu gosto de como as lições são direto ao ponto e como eu consigo alterar capítulos e pular conteúdos que não preciso.
Mariana Ferres
Mariana FerresAluna de Fotografia
Gosto do conteúdo e do modo de apresentação e transcrição de vídeos, o que acelera o processo!
Luciana Alvarenga
Luciana AlvarengaAluna de Design de Unhas
A plataforma é rápida, simples de usar. A diversidade de conteúdo e os vídeos complementares ajudam muito no aprendizado.
Giulio Carlo
Giulio CarloAluno de Engenharia de Prompt

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