Call Centre Training Courses

Daniel delivered an excellent Contact Centre Management Fundamentals course that was both engaging and highly relevant to day-to-day contact centre operations. The training provided practical leadership strategies, effective coaching techniques, and valuable insights into managing performance and team engagement.

I found the content easy to apply in a real-world environment, and Daniel’s experience and facilitation style kept the sessions interactive and informative throughout. I would highly recommend this course to anyone looking to strengthen their contact centre leadership and management skills.

Justin was confident, to the point, and full of very useful information and insight. The way his training session was presented was very easy to understand and validated a lot of thoughts I originally had about contact centre management. Could not recommend it more, and I look forward to any further sessions I have.

I found the training insightful. I’ve been in contact centre environment for nearly 10 years and wished I’d had this training 10 years ago. Daniel was very engaging with everyone.

I like how Daniel broke it down into more focus sections, which then led onto the next section. I took multiple things out of each day of training. Would highly recommend this course for any contact centre leader.

Daniel covered a range of essential topics that have fundamentally changed the way that I think about performance, and measuring performance, in my Contact Centre.

Having participated in this course with several managers from our contact centre, it has also been incredibly powerful for our team to be aligned and have a shared understanding of these concepts.

I am certain this course has prepared us to drive meaningful and valuable uplift for our teams, that will also positively impact our customers too. Thanks to Daniel for this fantastic course, and will be absolutely recommending to anyone in a similar position.

This is honestly one of the best training programs I have ever attended. The training was extremely knowledgeable, practical, and directly relevant to what we do on a daily basis in customer service and contact centre operations.

Everything was explained so clearly and in a way that was very easy to understand. Justin is great, I had a pleasure to even meet him before his training for hours which was great for my experience. Hope to do many more sessions like this one but only with Justin!

I really enjoyed the environment Justin created for us. He placed us in a group that embraced a straightforward, no-nonsense approach while providing a clear overview of where we currently stand as a department. This allowed us to remain open-minded and focus on the structures and processes we want to develop moving forward. I believe our leadership group will continue to learn and grow over time with his guidance. I would highly recommend this program to anyone experiencing leadership challenges within their business.

I really enjoyed the information provided, it was valuable in learning something new and refreshing some knowledge I had before that must have fallen behind the filing cabinet of life along the way.

Every element is clearly explained, lots of discussion and great stories along the way to bring it all together. If you have been working in call centres for a long time, or this is your first rodeo in the contact centre world – this is a must do course for any leader who wants to really understand the science and be more effective.

I learnt some amazing time management skills. Excellent tools for call monitoring, performance management and coaching. Marc is friendly and full of knowledge. He really tailored the program to what I needed and had some fabulous advice. Highly reccomend.

Daniel and Marcus were brilliant in delivering a 2-day course (4-hours each day) that is current, relevant and easily tailored to different types of Call Centre leadership roles. I’ve acquired skills that I can implement immediately in my role to help create and maintain an environment and culture where our people thrive.

I thoroughly enjoyed the Operations Management for Team Leaders training conducted by Daniel Ord. His training style is enriching and highly applicable to today’s context, making the content relevant and easy to relate to. Daniel is an engaging trainer who keeps you on your toes throughout — you certainly won’t find yourself dozing off!

What stood out most was how he opened up perspectives from multiple angles — the management view, the employee view, the customer view, and the reality on the ground.

A special mention to Marcus, who was incredibly helpful throughout the training. When we were unable to access the training materials, he promptly stepped in, which was greatly appreciated!

I learned about the structure and techniques behind effective coaching, found the session highly valuable and insightful, and would strongly recommend it to anyone who leads a team. Great session Simon!

Simon is an incredible facilitator and presenter, and his knowledge of call centre operations becomes evident almost immediately. The tips, strategies, and practical applications he shares are explained thoughtfully, with clear links to the underlying psychology, which really helps them land. He also creates a genuinely safe space to practise these skills with other participants.

I would recommend this training to any team leader, whether new or experienced. This session has increased my confidence and strengthened my approach to building effective coaching structures and philosophies to better support my team. I can genuinely see myself shifting from ‘manager’ to ‘coach’ after this session by taking a more thoughtful and measured approach to each individual’s needs

The Contact Centre Management Fundamentals course offers a comprehensive and practical overview of the essential principles required to effectively manage a contact centre. Covering core metrics and operational strategies, the course is well-suited for both new and experienced managers overseeing small or large teams.

A standout feature of the course was the facilitation by Daniel, whose engaging style and inclusive approach fostered open communication and active participation among all attendees. His ability to encourage dialogue and share real-world insights made the learning experience both dynamic and relatable.

Whether you’re stepping into a contact centre leadership role or looking to refine your management approach, this course provides valuable tools and frameworks to support performance, engagement, and service excellence. Highly recommended for professionals seeking to strengthen their foundational knowledge and drive impactful results.

This course was helpful in breaking down how to build a quality contact centre QA framework, and has challenged my thinking of what we had already established. I particularly found the segment around the Service Vision was the most interesting for me.

Daniel was an amazing facilitator, making the space feel safe to contribute thoughts and ideas.