Call Center Management Course
4.3/5
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.

4.3 in the evaluation
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
Your lessons are perfect. I purchased the one-year package and finally have the opportunity to follow various topics of my interest without needing to change platforms... I thank you for everything you do, I've already recommended you to other people...

Giulio CarloDigital Marketing Student
I like how the lessons are straight to the point and how I can change chapters and skip content I don't need.

Mariana FerresPhotography Student
I like the content and the way videos are presented and transcribed, which speeds up the process!

Luciana AlvarengaNail Design Student
The platform is fast, simple to use. The diversity of content and complementary videos help a lot with learning.

André FelipePrompt Engineering Student
FAQ
Who is Elevify? How does it work?
Do the courses have certificates?
Are the courses free?
What is the course workload?
What are the courses like?
How do the courses work?
What is the duration of the courses?
What is the cost or price of the courses?
What is an EAD or online course and how does it work?
PDF Course