Call Center Management Course
This course equips you with practical tools for managing call centres effectively, covering KPIs, coaching techniques, demand forecasting, and workforce planning. You will learn to elevate service levels, reduce expenses, enhance customer satisfaction scores, and guide high-performing teams in diverse call centre settings, ensuring sustainable operations and growth.

flexible workload of 4 to 360h
valid certificate in your country
What will I learn?
Acquire key management skills to plan staffing, create efficient schedules, safeguard peak hours, and comply with labour regulations. Master demand forecasting, Erlang principles, and converting data into precise rosters. Establish effective KPIs, develop basic dashboards, and apply coaching methods, feedback systems, and ongoing improvement strategies to enhance performance, service standards, and operational reliability.
Elevify advantages
Develop skills
- Design KPI strategies: quickly set up functional dashboards, targets, and review schedules.
- Conduct call centre coaching: manage targeted one-on-one sessions, performance development plans, quality assurance feedback, and corrective actions.
- Forecast demand accurately: generate reliable call volume predictions using actual call centre information.
- Plan workforce efficiently: convert forecasts into cost-effective, regulation-compliant schedules with basic Erlang methods.
- Drive continuous improvement: implement root cause analysis, A/B testing, and feedback mechanisms to improve customer satisfaction and service levels.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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