Global best-practice contact centre management fundamentals training course

$1,797 AUD

This Contact Centre Management Fundamentals training course is based on global best-practice contact centre operations to improve the performance of your contact centre.

Facilitated by Daniel Ord, from OmniTouch International – this is the gold standard for contact centre management training across the world regardless of the size, location or industry of your contact centre.

Daniel is a world leader when it comes to contact centre training and he brings his wealth of experience and extensive qualifications to show you how you can transform your own contact centre operations regardless of the industry or size.

Not only will you learn the leading contact centre management strategies to empower your team to generate more sales and/or enhance customer satisfaction combined with efficiency, but you’ll be equipped with the practical skills you need to implement everything that you learn.

This is not a theoretical course – it will provide you with real skills and knowledge that can be immediately implemented effectively into your contact centre to improve performance. 

New Contact Centre Manager Course Australia

If there is only one course you ever did to learn how to manage a contact centre, this would be it! 

In this course, you’ll learn how to:

Implement a Customer Service Vision, manage quality and conduct effective coaching.

Forecast staff workload to maximise efficiency.

Calculate and manage call centre budgets.

Effectively measure staff performance.

Understand key metrics, how they work and which ones to use in your centre.

Watch the video 

Founder of CX Skills Justin Tippett talks to the course facilitator Daniel Ord to learn more about the Contact Centre Management Fundamentals course.

call centre management fundamentals training

Who should do this course?

This course will benefit anyone who wants to understand the fundamentals that apply to all inbound contact centres including roles such as:

  • An existing call centre Team Leader who is preparing to move into a more senior role.
  • An existing contact centre manager who is looking to learn global best-practice operations and/or was never taught any formal contact centre management skills (it’s very common!).
  • A newcomer to contact centre management (e.g. promoted from a different department!).
  • A senior executive with accountability for the contact centre channel who wants to learn the key fundamentals to enable them to effectively manage the channel.

16 Hours of Live, Facilitated Learning delivered via 4 x 4-Hour sessions:

We’ve adapted our two-day classroom course into 4 x 4-hour online modules delivered across four consecutive days to maximise learning effectiveness.

Module 1: Begin at the Beginning – Customer Wait Time

For the Contact Centre to achieve Customer, Employee & Organisational goals requires a masterly level understanding of Service Level, Response Time and associated Wait Time metrics.

We share the practices that matter – and the ones that don’t.  Along with Service Level Recovery plans, interpreting Readerboard data and improving queue management in real-time.

Module 2: Measuring Contact Centre Success

What is ‘efficiency’ in a Contact Centre?  Setting & measuring the right KPIs for different job roles is a senior management responsibility.  Because when you get it right – you get great performance.

When it’s not right – or based on misaligned understanding of how Contact Centres really work – you get barriers to performance.

And we share our popular Agent & Team Leader P, Q & A performance system – so easy to understand and explain it helps transform Contact Centre performance almost immediately.

Module 3: Forecasting Practices

Healthy Workforce Management practices are foundational to Centre success.  While not everyone needs to ‘do’ WFM, everyone needs to understand what is involved and how they contribute to success.

Time Series Forecasting, Bottoms Up Forecasting, Blending in Judgement – we cover the essentials so everyone can do their part when it comes to WFM.

Module 4: Contact Centre University

If there were a Contact Centre University, these topics would be included in the curriculum – the Immutable Laws, the role & use of Erlang C, Shrinkage, using the Response Time Formula and of course the right way to budget Contact Centre Labour.

You’ll gain a solid understanding of how to articulate the Contact Centre complexities to both senior management and your own Team Members.

Zoom Zoom!

The modules are delivered via Zoom teleconferencing and we have a list of publicly available courses at the bottom of this page.

We also offer this course with private training – perfect if you’d like to train multiple team members and have more flexibility over the dates and times (it can also be more cost-effective for larger groups).

Learn more about our private training options >

fundamental training for call centre managers

What happens in the Contact Centre Management Fundamentals training course:

In the Contact Centre Management Fundamentals training course, you’re going to learn leading contact centre management practices supported by quizzes, exercises and discussions in a fun, supportive online environment.

The course is designed to help you develop superior mastery of this often complex and misunderstood area bringing you global best practice honed with decades of experience.

And it’s not just theory! You’ll be able to immediately apply and implement your learnings to deliver instant benefits to your call centre.

You also have a heap of fun! Daniel Ord is super-engaging and you’ll also build your professional network meeting other contact centre professionals on the course.

What you’ll leave with

We know that when you invest time and money on upgrading your skills at this level, you expect results!

If you’re looking for ways to maximise efficiency, staff performance and to start seeing a tangible increase in results when it comes to your contact centre performance, this course can do just that.

Learn how to increase productivity, improve your employee engagement and of course, improve the customer experience to gain that elusive competitive edge in your marketplace.

You will also:

  • Unlock the complete forecasting & staffing process including how to calculate a labour budget and how to use an Erlang C Calculator.
  • Learn exactly which metrics matter the most for each role in your centre.
  • Understand the interrelationships between key metrics and how to interpret results.
  • Learn where the leverage is to enhance efficiency and quality.
  • Understand the job role and expected outcomes of the team leader and quality assurance roles.
  • Learn how and when to implement self-coaching practices.
  • Be in a position to guide others in their contact centre work.
  • Develop new confidence!

About Your Trainer

Your trainer for the course is Daniel Ord from OmniTouch International the leading contact centre trainer in the world with his courses regularly selling out across the globe.

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading contact centre publications and he has been a regular visitor to Australia for over 20 years.

Participants consistently rank Daniel as the best trainer they’ve had with incredible subject matter expertise, excellent storytelling with real-world examples and of course, a great sense of humour so you’ll have some fun while you learn!

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.

Like to learn more about Daniel?

Read some of Daniel’s articles on CX Central, listen to some Podcasts on the CX Hustle or view Daniel’s profile on LinkedIn.

Learn call centre management basics with expert trainer Daniel Ord

Course Reviews & Testimonials

With Daniel Ord having over 30 years of experience combined with a great training style, participants consistently rate this Contact Centre Management Fundamentals training course as one of the best they’ve ever done!

Rated 5 out of 5
This course has an average rating of 5 out of 5 stars
Very good0%

Achieve the Customer Service goals through the Contact Centre

Rated 5 out of 5
25 October 2021

This course was amazingly informative and helpful. It created understanding of the peculiarities of Contact Centre Management and how to optimize the systems and resources available to achieve the Customer Service objectives of the organization.

Avatar for Ryan Isava
Ryan Isava
Customer Relations Manager
The National Insurance Board of Trinidad and Tobago

Highly Recommended!

Rated 5 out of 5
19 October 2021

I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!

Avatar for Jamie Leonard
Jamie Leonard
A/Operations Manager
Department of Justice and Community Safety, Victoria

Insightful course!

Rated 5 out of 5
15 October 2021

This is such an insightful and interesting course. Daniel is very experienced and the way he explains makes things easy to understand. I like how the course is split into various sections such that it is not too overwhelming to learn each day and also how each module are connected to each other. He is very knowledgeable and is able to answer my enquiries.
I also like the fact that the course is held in a small group, suitable for people to speak comfortably and ensure they are attended to. There are many meaningful discussions that arose during the course and it is surprising at times to know how similar/different we are with other organizations.
Overall, this is such a great experience, which I would definitely recommend to others. I foresee the things I learnt could be applied to my organization to further improve our service center.

Avatar for Lin Yi Terh
Lin Yi Terh
CC Service Executive
Central Provident Fund, Singapore

Extremely useful & relevant

Rated 5 out of 5
2 February 2021

I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and I found the session had a great mix to suit all learning styles.
I have taken so much from this course, the networking opportunities as well as the CX Central website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.

Avatar for Nicole Field
Nicole Field
Education and Advice Team Leader
TWU Super

Outstanding in every way!

Rated 5 out of 5
25 January 2021

Daniel, Marcus and Justin provided an outstanding course that was presented professionally and engaging. It was great to attend a training course that enabled time to ask relevant questions, obtain reassurance and seek clarification from other participants.
Though the session was run via Zoom, I felt Daniel engaged with the attendees in such a way that it encouraged networking opportunities and to learn from each other as well as supporting each other in progressing theory into current real-life examples.
Cannot speak enough about the after course work and the offering Justin provides for the CX community.

Avatar for Adrian Powell
Adrian Powell
Team Leader
Portable Long Service Authority

One of the best courses I've done in my career!

Rated 5 out of 5
9 April 2019

It is one of the best courses I have done in my career. It was all so relevant and logical. My challenge now will be ‘where to start’! It was great meeting everyone and hearing their stories too.

Avatar for Christine Stuart
Christine Stuart
Capability Manager
Contact Centre Branch, Water Corporation WA

“The Contact Centre Management course was full of practical help and advice. Daniel and Justin were very knowledgeable and tailored the course to the participant’s needs. It was very enjoyable and a well thought out course!”

“It’s the course that anyone who manages a contact centre, no matter how big or small, should attend. You won’t be disappointed”.

“An eye-opener which will helped me manage the Call Centre better with the right systems in place.”

“Daniel was an expert communicator in what can be a complex topic.”

“A very practical approach based on extensive knowledge & experience to empower best practice in inbound contact centre operations.”

“As a new Manager, this was a fantastic affirmation of the direction I am headed in. Daniel was professional and engaging and has given me the tools to improve the experience at our organisation.”

“All great topics and learnings – I got many great things out of everything that was covered.”

“Fantastic program clearly addressing the subject matter. Super energy maintained right through the program. Keep it up!!”

Testimonials for CX Skills

As well as the Contact Centre Management Fundamentals training course, we run a number of other courses for Contact Centres and Customer Experience (CX) professionals and we take the same amount of pride in all our customer reviews and testimonials across all of our courses.

CX Skills
Based on 24 reviews
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Keira Smith
Keira Smith
02:55 29 Nov 21
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much... better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!read more
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and... explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!read more
GVW Intranet
GVW Intranet
04:48 15 Oct 21
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained... things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helenread more
Jim Rodd
Jim Rodd
00:00 14 Sep 21
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres... from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows more
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel... was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like more
Chris Remnant
Chris Remnant
03:58 25 Feb 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a... sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!read more
Next Reviews

We’ve got lots of written testimonials but sometimes it’s nice to see and hear directly from course participants. Below is a video from the last time we ran this course on-site pre-COVID back in 2019.

About CX Skills

CX Skills is a specialist training business that only delivers customer experience and customer service related courses facilitated exclusively by industry professionals. Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.

As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.

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Pricing and Payment Options

The Contact Centre Management Fundamentals training course facilitated by global expert Daniel Ord is just $1,797 ex GST for 16 hours of facilitated learning delivered over 4 x 4-hour modules.

The rate includes a comprehensive online workbook that will be sent to you prior to the course commencing.

Tickets can be purchased online using a credit card or requesting an invoice (the invoice must be paid in full prior to the course commencing).

Buy in bulk and save

If you purchase 2 or more tickets in the same transaction you will save 20%!

And if you are considering training an entire team, talk to us about our private training options that can be more cost-effective for larger groups and you can have more flexibility with the dates and times.

Learn more about our Private Training options >

Contact Centre management course discounts

Contact Centre Management Fundamental Training Course – Available public dates: