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Call Center Management Course

Call Center Management Course
flexible workload from 4 to 360h
valid certificate in your country

What will I learn?

Master key management skills to plan staffing, create efficient schedules, and cover peak times while following labour rules. Learn to predict demand, use Erlang principles, and turn data into precise rosters. 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 forecasts using real call centre data.
  • Workforce planning: turn forecasts into lean, compliant schedules with Erlang basics.
  • Continuous improvement: run 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.
Workload: between 4 and 360 hours

What our students say

I was just promoted to Intelligence Advisor for the Prison System, and the course from Elevify was crucial for me to be selected.
EmersonPolice Investigator
The course was essential to meet the expectations of my boss and the company where I work.
SilviaNurse
Very great course. Lots of valuable information.
WiltonCivil Firefighter

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