Call Center Management Course
4.3/5
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.

4.3 in the evaluation
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
Your classes 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
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