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Call Centre Management course

 


 

 

  • Call Centre Management

Course Date  City Course Times    Cost  
February        
28 Feb - 02 Mar Cape Town 0830 - 1600    R4500 Book
March        
05 Mar - 07 Mar Pretoria 0830 - 1600    R4500 Book
13 Mar - 15 Mar Bloemfontein 0830 - 1600    R4500 Book
19 Mar - 21 Mar Midrand 0830 - 1600    R4500 Book
28 Mar - 30 Mar Cape Town 0830 - 1600    R4500 Book
April        
02 Apr - 04 Apr Pretoria 0830 - 1600    R4500 Book
23 Apr - 25 Apr Midrand 0830 - 1600    R4500 Book
30 Apr - 02 May Cape Town 0830 - 1600    R4500 Book
May        
01 May - 03 May Bloemfontein 0830 - 1600    R4500 Book
08 May - 10 May Pretoria 0830 - 1600    R4500 Book
21 May - 23 May Midrand 0830 - 1600    R4500 Book
30 May - 01 Jun Cape Town 0830 - 1600    R4500 Book
June        
04 Jun - 06 Jun Pretoria 0830 - 1600    R4500 Book
11 Jun - 13 Jun Midrand 0830 - 1600    R4500 Book
19 Jun - 21 Jun Cape Town 0830 - 1600    R4500 Book
July        
10 Jul - 12 Jul Bloemfontein 0830 - 1600    R4500 Book
10 Jul - 12 Jul Pretoria 0830 - 1600    R4500 Book
23 Jul - 25 Jul Midrand 0830 - 1600    R4500 Book
24 Jul - 26 Jul Cape Town 0830 - 1600    R4500 Book
August        
08 Aug - 10 Aug Pretoria 0830 - 1600    R4500 Book
13 Aug - 15 Aug Midrand 0830 - 1600    R4500 Book
22 Aug - 24 Aug Cape Town 0830 - 1600    R4500 Book
September        
03 Sep - 05 Sep Pretoria 0830 - 1600    R4500 Book
10 Sep - 12 Sep Midrand 0830 - 1600    R4500 Book
17 Sep - 19 Sep Bloemfontein 0830 - 1600    R4500 Book
18 Sep - 20 Sep Cape Town 0830 - 1600    R4500 Book
October        
01 Oct - 03 Oct Pretoria 0830 - 1600    R4500 Book
15 Oct - 17 Oct Midrand 0830 - 1600    R4500 Book
17 Oct - 19 Oct Cape Town 0830 - 1600    R4500 Book
November        
05 Nov - 07 Nov Bloemfontein 0830 - 1600    R4500 Book
05 Nov - 07 Nov Pretoria 0830 - 1600    R4500 Book
12 Nov - 14 Nov Midrand 0830 - 1600    R4500 Book
14 Nov - 16 Nov Cape Town 0830 - 1600    R4500 Book
December        
03 Dec - 05 Dec Midrand 0830 - 1600    R4500 Book
10 Dec - 12 Dec Pretoria 0830 - 1600    R4500 Book

Course Date  City Course Times    Cost  
       
13 Mar - 15 Mar Bloemfontein 0830 - 1600    R4500 Book
01 May - 03 May Bloemfontein 0830 - 1600    R4500 Book
10 Jul - 12 Jul Bloemfontein 0830 - 1600    R4500 Book
17 Sep - 19 Sep Bloemfontein 0830 - 1600    R4500 Book
05 Nov - 07 Nov Bloemfontein 0830 - 1600    R4500 Book
       
28 Feb - 02 Mar Cape Town 0830 - 1600    R4500 Book
28 Mar - 30 Mar Cape Town 0830 - 1600    R4500 Book
30 Apr - 02 May Cape Town 0830 - 1600    R4500 Book
30 May - 01 Jun Cape Town 0830 - 1600    R4500 Book
19 Jun - 21 Jun Cape Town 0830 - 1600    R4500 Book
24 Jul - 26 Jul Cape Town 0830 - 1600    R4500 Book
22 Aug - 24 Aug Cape Town 0830 - 1600    R4500 Book
18 Sep - 20 Sep Cape Town 0830 - 1600    R4500 Book
17 Oct - 19 Oct Cape Town 0830 - 1600    R4500 Book
14 Nov - 16 Nov Cape Town 0830 - 1600    R4500 Book
       
19 Mar - 21 Mar Midrand 0830 - 1600    R4500 Book
23 Apr - 25 Apr Midrand 0830 - 1600    R4500 Book
21 May - 23 May Midrand 0830 - 1600    R4500 Book
11 Jun - 13 Jun Midrand 0830 - 1600    R4500 Book
23 Jul - 25 Jul Midrand 0830 - 1600    R4500 Book
13 Aug - 15 Aug Midrand 0830 - 1600    R4500 Book
10 Sep - 12 Sep Midrand 0830 - 1600    R4500 Book
15 Oct - 17 Oct Midrand 0830 - 1600    R4500 Book
12 Nov - 14 Nov Midrand 0830 - 1600    R4500 Book
03 Dec - 05 Dec Midrand 0830 - 1600    R4500 Book
       
05 Mar - 07 Mar Pretoria 0830 - 1600    R4500 Book
02 Apr - 04 Apr Pretoria 0830 - 1600    R4500 Book
08 May - 10 May Pretoria 0830 - 1600    R4500 Book
04 Jun - 06 Jun Pretoria 0830 - 1600    R4500 Book
10 Jul - 12 Jul Pretoria 0830 - 1600    R4500 Book
08 Aug - 10 Aug Pretoria 0830 - 1600    R4500 Book
03 Sep - 05 Sep Pretoria 0830 - 1600    R4500 Book
01 Oct - 03 Oct Pretoria 0830 - 1600    R4500 Book
05 Nov - 07 Nov Pretoria 0830 - 1600    R4500 Book
10 Dec - 12 Dec Pretoria 0830 - 1600    R4500 Book

Call Centre Management

Course Description

Call Center Management course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

 

Target Audience

The target student for this course is managers, supervisors, or team leaders who need to learn effective call center management.

Call Centre Management

Download PDF

1. Call Center Fundamentals

  • Topic A: Establishing a call center
  • Topic B: Setting up the call center

 

2. Call Center Technology

  • Topic A: Service and information technology
  • Topic B: Call load and staffing

 

3. Employee Motivation and Monitoring

  • Topic A: Employee motivation
  • Topic B: Communication with employees
  • Topic C: Employee performance evaluation
  • Topic D: Employee monitoring tools

 

4. Employee Management

  • Topic A: Reduce turnover
  • Topic B: Stress management
  • Topic C: Training

 

5. Customer Management

  • Topic A: Customer expectations
  • Topic B: Customer relationship management

 

6. Managing for Excellent Service

  • Topic A: Setting service levels
  • Topic B: Achieving service levels
  • Topic C: Analyzing reports

 

7. Communicating Information to Executives

  • Topic A; Information that executives need
  • Topic B: Communicate with executives

Course Date  City Course Times    Cost  
February        
28 Feb - 02 Mar Cape Town 0830 - 1600    R4500 Book
March        
05 Mar - 07 Mar Pretoria 0830 - 1600    R4500 Book
13 Mar - 15 Mar Bloemfontein 0830 - 1600    R4500 Book
19 Mar - 21 Mar Midrand 0830 - 1600    R4500 Book
28 Mar - 30 Mar Cape Town 0830 - 1600    R4500 Book
April        
02 Apr - 04 Apr Pretoria 0830 - 1600    R4500 Book
23 Apr - 25 Apr Midrand 0830 - 1600    R4500 Book
30 Apr - 02 May Cape Town 0830 - 1600    R4500 Book
May        
01 May - 03 May Bloemfontein 0830 - 1600    R4500 Book
08 May - 10 May Pretoria 0830 - 1600    R4500 Book
21 May - 23 May Midrand 0830 - 1600    R4500 Book
30 May - 01 Jun Cape Town 0830 - 1600    R4500 Book
June        
04 Jun - 06 Jun Pretoria 0830 - 1600    R4500 Book
11 Jun - 13 Jun Midrand 0830 - 1600    R4500 Book
19 Jun - 21 Jun Cape Town 0830 - 1600    R4500 Book
July        
10 Jul - 12 Jul Bloemfontein 0830 - 1600    R4500 Book
10 Jul - 12 Jul Pretoria 0830 - 1600    R4500 Book
23 Jul - 25 Jul Midrand 0830 - 1600    R4500 Book
24 Jul - 26 Jul Cape Town 0830 - 1600    R4500 Book
August        
08 Aug - 10 Aug Pretoria 0830 - 1600    R4500 Book
13 Aug - 15 Aug Midrand 0830 - 1600    R4500 Book
22 Aug - 24 Aug Cape Town 0830 - 1600    R4500 Book
September        
03 Sep - 05 Sep Pretoria 0830 - 1600    R4500 Book
10 Sep - 12 Sep Midrand 0830 - 1600    R4500 Book
17 Sep - 19 Sep Bloemfontein 0830 - 1600    R4500 Book
18 Sep - 20 Sep Cape Town 0830 - 1600    R4500 Book
October        
01 Oct - 03 Oct Pretoria 0830 - 1600    R4500 Book
15 Oct - 17 Oct Midrand 0830 - 1600    R4500 Book
17 Oct - 19 Oct Cape Town 0830 - 1600    R4500 Book
November        
05 Nov - 07 Nov Bloemfontein 0830 - 1600    R4500 Book
05 Nov - 07 Nov Pretoria 0830 - 1600    R4500 Book
12 Nov - 14 Nov Midrand 0830 - 1600    R4500 Book
14 Nov - 16 Nov Cape Town 0830 - 1600    R4500 Book
December        
03 Dec - 05 Dec Midrand 0830 - 1600    R4500 Book
10 Dec - 12 Dec Pretoria 0830 - 1600    R4500 Book

Course Date  City Course Times    Cost  
       
13 Mar - 15 Mar Bloemfontein 0830 - 1600    R4500 Book
01 May - 03 May Bloemfontein 0830 - 1600    R4500 Book
10 Jul - 12 Jul Bloemfontein 0830 - 1600    R4500 Book
17 Sep - 19 Sep Bloemfontein 0830 - 1600    R4500 Book
05 Nov - 07 Nov Bloemfontein 0830 - 1600    R4500 Book
       
28 Feb - 02 Mar Cape Town 0830 - 1600    R4500 Book
28 Mar - 30 Mar Cape Town 0830 - 1600    R4500 Book
30 Apr - 02 May Cape Town 0830 - 1600    R4500 Book
30 May - 01 Jun Cape Town 0830 - 1600    R4500 Book
19 Jun - 21 Jun Cape Town 0830 - 1600    R4500 Book
24 Jul - 26 Jul Cape Town 0830 - 1600    R4500 Book
22 Aug - 24 Aug Cape Town 0830 - 1600    R4500 Book
18 Sep - 20 Sep Cape Town 0830 - 1600    R4500 Book
17 Oct - 19 Oct Cape Town 0830 - 1600    R4500 Book
14 Nov - 16 Nov Cape Town 0830 - 1600    R4500 Book
       
19 Mar - 21 Mar Midrand 0830 - 1600    R4500 Book
23 Apr - 25 Apr Midrand 0830 - 1600    R4500 Book
21 May - 23 May Midrand 0830 - 1600    R4500 Book
11 Jun - 13 Jun Midrand 0830 - 1600    R4500 Book
23 Jul - 25 Jul Midrand 0830 - 1600    R4500 Book
13 Aug - 15 Aug Midrand 0830 - 1600    R4500 Book
10 Sep - 12 Sep Midrand 0830 - 1600    R4500 Book
15 Oct - 17 Oct Midrand 0830 - 1600    R4500 Book
12 Nov - 14 Nov Midrand 0830 - 1600    R4500 Book
03 Dec - 05 Dec Midrand 0830 - 1600    R4500 Book
       
05 Mar - 07 Mar Pretoria 0830 - 1600    R4500 Book
02 Apr - 04 Apr Pretoria 0830 - 1600    R4500 Book
08 May - 10 May Pretoria 0830 - 1600    R4500 Book
04 Jun - 06 Jun Pretoria 0830 - 1600    R4500 Book
10 Jul - 12 Jul Pretoria 0830 - 1600    R4500 Book
08 Aug - 10 Aug Pretoria 0830 - 1600    R4500 Book
03 Sep - 05 Sep Pretoria 0830 - 1600    R4500 Book
01 Oct - 03 Oct Pretoria 0830 - 1600    R4500 Book
05 Nov - 07 Nov Pretoria 0830 - 1600    R4500 Book
10 Dec - 12 Dec Pretoria 0830 - 1600    R4500 Book

Course Date  City Course Times    Cost  
February        
28 Feb - 02 Mar Cape Town 0830 - 1600    R4500 Book
March        
05 Mar - 07 Mar Pretoria 0830 - 1600    R4500 Book
13 Mar - 15 Mar Bloemfontein 0830 - 1600    R4500 Book
19 Mar - 21 Mar Midrand 0830 - 1600    R4500 Book
28 Mar - 30 Mar Cape Town 0830 - 1600    R4500 Book
April        
02 Apr - 04 Apr Pretoria 0830 - 1600    R4500 Book
23 Apr - 25 Apr Midrand 0830 - 1600    R4500 Book
30 Apr - 02 May Cape Town 0830 - 1600    R4500 Book
May        
01 May - 03 May Bloemfontein 0830 - 1600    R4500 Book
08 May - 10 May Pretoria 0830 - 1600    R4500 Book
21 May - 23 May Midrand 0830 - 1600    R4500 Book
30 May - 01 Jun Cape Town 0830 - 1600    R4500 Book
June        
04 Jun - 06 Jun Pretoria 0830 - 1600    R4500 Book
11 Jun - 13 Jun Midrand 0830 - 1600    R4500 Book
19 Jun - 21 Jun Cape Town 0830 - 1600    R4500 Book
July        
10 Jul - 12 Jul Bloemfontein 0830 - 1600    R4500 Book
10 Jul - 12 Jul Pretoria 0830 - 1600    R4500 Book
23 Jul - 25 Jul Midrand 0830 - 1600    R4500 Book
24 Jul - 26 Jul Cape Town 0830 - 1600    R4500 Book
August        
08 Aug - 10 Aug Pretoria 0830 - 1600    R4500 Book
13 Aug - 15 Aug Midrand 0830 - 1600    R4500 Book
22 Aug - 24 Aug Cape Town 0830 - 1600    R4500 Book
September        
03 Sep - 05 Sep Pretoria 0830 - 1600    R4500 Book
10 Sep - 12 Sep Midrand 0830 - 1600    R4500 Book
17 Sep - 19 Sep Bloemfontein 0830 - 1600    R4500 Book
18 Sep - 20 Sep Cape Town 0830 - 1600    R4500 Book
October        
01 Oct - 03 Oct Pretoria 0830 - 1600    R4500 Book
15 Oct - 17 Oct Midrand 0830 - 1600    R4500 Book
17 Oct - 19 Oct Cape Town 0830 - 1600    R4500 Book
November        
05 Nov - 07 Nov Bloemfontein 0830 - 1600    R4500 Book
05 Nov - 07 Nov Pretoria 0830 - 1600    R4500 Book
12 Nov - 14 Nov Midrand 0830 - 1600    R4500 Book
14 Nov - 16 Nov Cape Town 0830 - 1600    R4500 Book
December        
03 Dec - 05 Dec Midrand 0830 - 1600    R4500 Book
10 Dec - 12 Dec Pretoria 0830 - 1600    R4500 Book


Course Date  City Course Times    Cost  
       
13 Mar - 15 Mar Bloemfontein 0830 - 1600    R4500 Book
01 May - 03 May Bloemfontein 0830 - 1600    R4500 Book
10 Jul - 12 Jul Bloemfontein 0830 - 1600    R4500 Book
17 Sep - 19 Sep Bloemfontein 0830 - 1600    R4500 Book
05 Nov - 07 Nov Bloemfontein 0830 - 1600    R4500 Book
       
28 Feb - 02 Mar Cape Town 0830 - 1600    R4500 Book
28 Mar - 30 Mar Cape Town 0830 - 1600    R4500 Book
30 Apr - 02 May Cape Town 0830 - 1600    R4500 Book
30 May - 01 Jun Cape Town 0830 - 1600    R4500 Book
19 Jun - 21 Jun Cape Town 0830 - 1600    R4500 Book
24 Jul - 26 Jul Cape Town 0830 - 1600    R4500 Book
22 Aug - 24 Aug Cape Town 0830 - 1600    R4500 Book
18 Sep - 20 Sep Cape Town 0830 - 1600    R4500 Book
17 Oct - 19 Oct Cape Town 0830 - 1600    R4500 Book
14 Nov - 16 Nov Cape Town 0830 - 1600    R4500 Book
       
19 Mar - 21 Mar Midrand 0830 - 1600    R4500 Book
23 Apr - 25 Apr Midrand 0830 - 1600    R4500 Book
21 May - 23 May Midrand 0830 - 1600    R4500 Book
11 Jun - 13 Jun Midrand 0830 - 1600    R4500 Book
23 Jul - 25 Jul Midrand 0830 - 1600    R4500 Book
13 Aug - 15 Aug Midrand 0830 - 1600    R4500 Book
10 Sep - 12 Sep Midrand 0830 - 1600    R4500 Book
15 Oct - 17 Oct Midrand 0830 - 1600    R4500 Book
12 Nov - 14 Nov Midrand 0830 - 1600    R4500 Book
03 Dec - 05 Dec Midrand 0830 - 1600    R4500 Book
       
05 Mar - 07 Mar Pretoria 0830 - 1600    R4500 Book
02 Apr - 04 Apr Pretoria 0830 - 1600    R4500 Book
08 May - 10 May Pretoria 0830 - 1600    R4500 Book
04 Jun - 06 Jun Pretoria 0830 - 1600    R4500 Book
10 Jul - 12 Jul Pretoria 0830 - 1600    R4500 Book
08 Aug - 10 Aug Pretoria 0830 - 1600    R4500 Book
03 Sep - 05 Sep Pretoria 0830 - 1600    R4500 Book
01 Oct - 03 Oct Pretoria 0830 - 1600    R4500 Book
05 Nov - 07 Nov Pretoria 0830 - 1600    R4500 Book
10 Dec - 12 Dec Pretoria 0830 - 1600    R4500 Book