Call Centre Training Courses

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.

I found the Introduction to Contact Centre Management course to be highly valuable and relevant to my role. The content was well-structured, practical, and directly applicable to the day-to-day challenges of managing a contact centre.

Justin is very knowledgeable, engaging, and provided real-world examples that made the sessions easy to follow and apply. His approach encouraged open discussion, which made the learning experience both interactive and supportive.

I would definitely recommend this course to anyone in, or aspiring to move into, a leadership role within a contact centre. It provides practical tools, clear strategies, and insights that help build confidence and capability in managing people and processes effectively.

The training was very helpful; I learnt so much and it very much helped with how to manage my team.

The training is very good in terms of people management; how to approach people, what to say, how much time to spend with which officers. The one thing I learnt which was so new was to spend more time with the best performers.

That was something as I was spending more time with officers who were not performing so it was a good mindset change!

Very good training and excellent techniques delivered throughout the training. One thing that stood out for me, and I see that it helps during conversations with the person I am coaching, is the silent technique.

Asking a question and giving the silence, prompts the person coached to open up and say what’s in his mind – great technique that really worked!

Simon was so knowledgeable and easy to work with. I look forward to bringing his enthusiasm and skills to the rest of my team. This course is definitely worth it!

After being in a secondment, in a Coordiantor role for the last 8 months, I found this course extremely valuable. Justin was engaging, funny and shared real-life scenarios and situations to help cement the information he was sharing and showcasing how these processes can be applied. I thoroughly enjoyed the course and would recommend to anyone who is new to the industry or looking for upskilling.

Even though the business I am a part of really isn’t large enough to be a “contact centre” this course has given me some fantastic insight into how I can help extract some working data around customer service that will give insight into best practices moving forward as we expand.

Justin was fantastic – everything was explained so well and even I could keep up!! He was enthusiastic and it was informative and fun!!

I completed the course ‘How to Develop Effective Call Centre Team Leaders’ with our Senior Customer Support Manager. Marc was an engaging and thorough trainer, taking us through best practices, operational rhythms and providing us with templates and material so we would put it into practice.

I would recommend the course for any contact centre leader – it will help you develop your Seniors and team members. We had many takeaways that we are embedding with our other Managers and Seniors.

The Introduction to Contact Centre Management Course with Justin Tippett was incredibly insightful. The course was packed with new learnings and industry-based work hacks that are immediately applicable. Justin’s expertise and engaging teaching style made complex concepts easy to understand.

The practical examples and real-world scenarios provided a solid foundation for anyone looking to excel in contact centre management. Additionally, the interactive sessions and hands-on activities ensured that we could apply what we learned in a practical setting. Overall, this course is a must for anyone in the industry looking to enhance their skills and knowledge.

I highly recommend completing this course. Marc was a very engaging facilitator and opened the floor to some impactful discussions on each topic.

We had a smaller group session and it was the perfect way to absorb all the learnings.

Daniel was a terrific trainer, he was extremely engaging and encouraging to all participants. The content was great and provided myself and my colleagues a lot of clarity around how to improve our quality process. I definitely recommend this course for anyone looking to expand and/or improve their quality assurance procedures.

Did the introduction to contact centre manager course with Justin, and it was a fantastic experience!

You could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experience.

I really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything together.

Strongly recommend!