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
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