Call Centre Training Courses

• Live with an expert trainerReal-time practice and coaching, not a recording.
• Certificate of completionA digital certificate for everyone who completes the course.
• Templates to keepTake-away templates and reference materials to use back at work.
• ACXPA members save 25%Member pricing on every public course.

• 21Oct2026Real-Time WFM for Contact Centre AnalystsWed 21 Oct · 9:00am–5:00pm AEDT · 1 day · Online via ZoomThe October 2026 Real-Time WFM course: one full day of live online training with Call Design for real-time analysts, covering intraday tracking, variance analysis and when to intervene.$697ex GSTView course
• 27Oct2026Phone Customer Service FoundationsTue 27 and Wed 28 Oct · 9:30am–12:30pm AEDT · 2 × 3 hours · Online via ZoomGive your team a proven structure for every call, plus the confidence to handle difficult customers, in this 2 × 3-hour live online course with Simon Blair, Tuesday 27 and Wednesday 28 October 2026.$485ex GSTView course
• 27Oct2026People Leadership for Call Centre Team LeadersTue 27 and Wed 28 Oct · 12:30–5:00pm AEDT · 2 × 4.5 hours · Online via ZoomThe October 2026 People Leadership for Call Centre Team Leaders course: 2 × 4.5-hour live online sessions with global expert Daniel Ord on the Team Leader role, engagement and the conversations that lift performance.$897ex GSTView course
• 10Nov2026Outbound Sales EssentialsTue 10 Nov · 1:00–4:00pm AEDT · 3 hours · Online via ZoomOpen outbound calls with confidence, find what matters to the buyer and close for a clear next step, in this 3-hour live online course with Marc Carriere, on Tuesday 10 November 2026.$315ex GSTView course
• 10Nov2026Customer Service Phone EssentialsTue 10 Nov · 1:30–4:30pm AEDT · 3 hours · Online via ZoomGive your team a proven structure for every customer call in this 3-hour live online course with Simon Blair, on Tuesday 10 November 2026.$315ex GSTView course
• 11Nov2026Inbound Phone Sales EssentialsWed 11 Nov · 1:30–4:30pm AEDT · 3 hours · Online via ZoomTurn more inbound calls into sales, without scripts or pressure, in this 3-hour live online course with Simon Blair, on Wednesday 11 November 2026.$315ex GSTView course

We’ll be adding new course dates soon. Can’t wait? Talk to us about a private course.

• Higher First Call Resolution: agents solve more problems on the first contact, cutting repeat calls and boosting loyalty.
• Optimised Average Handling Time: efficient agents balance speed with service quality, reducing AHT without compromising CX.
• Better call quality and compliance: coaching and standards-based frameworks help agents follow process, meet regulations and lift QA scores.
• Reduced turnover: replacing a single call centre agent can cost $25,000+ in Australia. Training improves retention and job satisfaction.
• Lower absenteeism: engaged, skilled agents can take up to 10× fewer sick days, easing pressure on rosters and overtime.
• Faster onboarding and ramp-up: structured training reduces nesting time and accelerates speed to competency for new hires.
• Increased productivity: well-trained agents handle calls faster, resolve issues more efficiently and deliver better experiences.
• Reduced stress: the right skills build confidence and reduce burnout in high-pressure environments.
• Improved sales and upsell performance: confident agents identify and convert opportunities without harming CX.
• Stronger customer loyalty: happier customers stay longer, spend more and are more likely to recommend your brand.
• Stronger team culture: ongoing development motivates staff, builds morale and strengthens collaboration across shifts.
• Lower operating costs: every 1% gain in FCR or efficiency translates into measurable cost savings.

View more customer service & CX statistics →

Review of Introduction to Contact Centre Management (Private Class)

Really enjoyed it!

Really enjoyed the insights shared by Justin throughout the day we spent going through the training package. The analytics were super interesting to see and highlighted a lot of aspects of the business in which we really need to adjust for the better. I’m hoping this course and any future courses help uplift the way we work for the betterment of our staff and customers.

Jacob Kenny

Team Leader

Aussie Broadband

Review of Contact Centre Management Fundamentals (Private Class)

Practical and Engaging Contact Centre Leadership Training

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.

Moiz Saqib

Residential Customer Service Team Manager

Aussie Broadband

Review of Introduction to Contact Centre Management (Private Class)

Informative, Clear, and 100% Recommended!

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.

Zakk Berryman

Customer Service Team Leader

Aussie Broadband

Review of Contact Centre Management Fundamentals (Private Class)

Engaging trainer full of knowledge

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.

Ash Van Zuyden

Team Manager, Residential Customer Service

Aussie Broadband

Review of Contact Centre Management Fundamentals (Private Class)

A 'must do' experience for anyone managing a Contact Centre

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.

Hayley Adams

Senior Manager, Residential Customer Service

Aussie Broadband

Review of Introduction to Contact Centre Management (Private Class)

Exceptional Training That Is Practical, Clear and Highly Valuable

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!

Gurshobh Sikka

Team Leader

Aussie Broadband

Fantastic - 5 stars

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.

Nicholas Ellul

Residential Customer Service Team Leader - Recruiting & Onboarding

Aussie Broadband

Review of Contact Centre Management Fundamentals (Private Class)

Insightful, clear and totally worth doing if you want to really understand the science of contact centres!

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.

Brandon Davis

General Manager, Residential Customer Service

Aussie Broadband

Review of July 2026 How to Be a Great Call Centre Team Leader

Very informative training package

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.

Kym Poole

Team Leader, Customer Support

City of Greater Bendigo

Review of June 2026 People Leadership for Call Centre Team Leaders

Suitable for All Call Centre Leadership Roles

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.

Clarence Vigo

Review of June 2026 Call Centre Operations for Team Leaders

Operations Management for Team Leaders

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!

Jeaine Tan

Review of Coaching PRO (Private course)

Informative, effective and well structured

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!

Alex Smirnakos

National Member Services Team Coordinator

The Royal Australian College of General Practitioners (RACGP)

Review of Contact Centre Coaching Pro Course

Engaging, Effective and Practical!

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

Nathan Aninakwah

Team Leader

Legal Aid NSW

Review of October 2025 Contact Centre Management Fundamentals

Great overview of the key metrics and considerations for managing a contact centre.

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.

Alison Ballard

Senior Manager, Sales & Service

Princess Cruises

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