Call Center Management Course
This course equips participants with essential skills for effective call centre management, covering forecasting, staffing, performance metrics, coaching, and continuous improvement to optimize operations and service quality.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
Master key management skills to plan staffing, create efficient rosters, and cover busy periods while following labour regulations. Learn to predict demand, use Erlang principles, and turn data into precise schedules. Set effective KPIs, develop basic dashboards, and apply coaching methods, feedback systems, and ongoing improvement tools to enhance performance, service quality, and operational reliability.
Elevify advantages
Develop skills
- KPI strategy design: build practical dashboards, targets, and review cadences quickly.
- Call centre coaching: conduct focused one-on-one sessions, PDPs, QA feedback, and remediation plans.
- Forecasting demand: create accurate call volume predictions using real call centre data.
- Workforce planning: convert forecasts into efficient, compliant rosters with Erlang basics.
- Continuous improvement: implement RCA, A/B tests, and feedback loops to improve CSAT and SL.
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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