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Call Center Management Course

Call Center Management Course
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.
Workload: between 4 and 360 hours

What our students say

I was just promoted to Intelligence Advisor of the Prison System, and the course from Elevify was crucial for me to be chosen.
EmersonPolice Investigator
The course was essential to meet the expectations of my boss and the company I work for.
SilviaNurse
Very great course. Lots of rich information.
WiltonCivil Firefighter

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