Call Center Management Course
This course equips you with practical tools for managing call centres, covering KPIs, coaching, forecasting, and workforce planning. You will learn to improve service levels, reduce expenses, raise customer satisfaction scores, and guide effective teams in any call centre setting. Ideal for supervisors aiming to optimise operations and drive results.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
Gain key management skills to plan staff rosters, create efficient schedules, cover peak times, and follow labour regulations. Master demand forecasting, Erlang principles, and turning data into precise rosters. Define clear KPIs, develop basic dashboards, and apply coaching methods, feedback systems, and improvement strategies to enhance performance, service standards, and operational reliability.
Elevify advantages
Develop skills
- Design KPI strategies: quickly set up dashboards, targets, and review schedules.
- Conduct call centre coaching: manage one-on-one sessions, performance plans, quality feedback, and recovery steps.
- Forecast demand accurately: build reliable call volume predictions from actual data.
- Plan workforce effectively: convert forecasts into efficient, rule-compliant schedules using Erlang fundamentals.
- Drive continuous improvement: implement root cause analysis, A/B testing, and feedback cycles to boost satisfaction and service levels.
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.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 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 FerresAluna de Fotografia
Gosto do conteúdo e do modo de apresentação e transcrição de vídeos, o que acelera o processo!

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 CarloAluno de Engenharia de Prompt
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