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Contact Centre Management Course

April 16 @ 9:00 am - April 17 @ 5:00 pm | $2095
Call centre management course in Melbourne April 2020

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Learn global best-practice call centre management skills!

This comprehensive two-day course delivers global best-practice contact centre strategies to improve the performance of your contact centre operations.

We’ve again secured Daniel Ord, from OmniTouch International to bring this unique training course back to Australia. 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 operations regardless of the industry or size.

100% of last years course participants in Melbourne said they would recommend the course to other colleagues and it also ranked 100% for value, content and delivery.

Not only will you learn the leading strategies to empower your team to generate more sales and /or enhance customer satisfaction, 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 you can implement effectively into your contact centre to improve performance. 


I thoroughly enjoyed the course and for me personally, I rank the course as the best one I have done throughout my career.
Clare Hagioglou, Senior Systems Officer Customer Service, Customer & Digital, City of Casey (class of 2019)
Clare Hagioglou

 You’ll Learn How To: 

Whether you or your team simply need some fresh ideas to enhance your performance – or if you are wishing to embark on a complete overhaul of your contact centre operations, this course will provide you with the tools you need!

  • Learn how to implement a Customer Service Vision, manage quality and conduct effective coaching.
  • Learn how to forecasting & staff workload to maximise efficiency.
  • Learn how to calculate and manage call centre budgets.
  • Learn how to effectively measure staff performance.
  • Understand key metrics, how they work and which ones to use in your centre.

 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 Team Leader who is preparing to move into a more senior role.
  • An existing contact centre manager who is looking to learn best-practice operations.
  • A newcomer to contact centre management.
  • A senior executive with accountability for the contact centre channel who needs to learn the key fundamentals to enable them to effectively manage the channel.

 What you’ll learn: 

Over the course of two days, you’re going to learn leading contact centre management practices supported by quizzes, exercises and discussions in a fun, supportive environment.

The course is designed to help you develop superior mastery of this often complex and misunderstood area.

This course will bring you global best practice honed with decades of experience and is based around five powerful modules, which you can immediately implement the moment you return to your call centre.


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.
Christine Stuart, Capability Manager, Contact Centre Branch, Water Corporation (class of 2019)
Christine Stuart

 5 Powerful Modules 

The course is built on five powerful modules that will arm you with the fundamental skills you need to manage a successful contact centre operations regardless of the industry vertical or size of your contact centre.

The learning modules include:

1. Contact Centre University

University is a higher learning facility where optimal learning occurs, much like this module we capture all aspects of calculating labour budgets through to analysing delay profiles.  You leave this section with a solid understanding of how to articulate the Contact Centre complexities to both senior management and your own Team Members.

2. Forecasting & staffing

Forecasting & Staffing practices matter – whether you’re a new 5 seats Centre or a long-term 300+ seats Centre.  So we cover forecasting, staff calculations, shrinkage and all the ‘math’ you need to understand to put the right number of people in the right place at the right time.  It’s not only fun, it’s fascinating!

3. Customer Wait Time

A thorough review of Service Level, Wait Time metrics and what success looks like for your Centre.  Service Level, Abandonment Rate, Response Time, Average Speed of Answer and Longest Wait Time are highly interrelated but often misunderstood.  We even cover how to read the ‘readerboard’ so that everyone knows when to ‘react’ to changes on the floor and when everything is fine and in order.

4. Measuring Staff Performance

We define how to measure Staff performance – at all levels.  Quality, First Contact Resolution, Occupancy, Adherence to Schedule, Average Handling Time.  We define the right way to measure both productivity & quality at the Agent level, the Team Leader level and the Management level.  You’ll know exactly ‘who’ to hold accountable for ‘what’ in the Centre.

5. The Team Leader Role

Learn about the most important role in the contact centre – the Team Leader. Cover things like key roles & responsibilities, skill requirements and more.


I have to say I didn’t sleep much at all last night, so much information and learning bouncing around in my head, so much to challenge and definitely lots of opportunities to improve. The hardest part is going to be where to start! Ah wait, I know the answer to that one, Service Level!
Claire Prescott, Contact Centre Manager, Unity Water (class of 2019)
Claire Prescott

 What you’ll leave with 

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


The past two days would not have been so worthwhile and enjoyable without the contribution of the group – thank you for your openness and honesty, and it was a pleasure to meet you!  And especially thank you to Justin and Daniel for the simple but effective way of explaining the content – so easy to follow along and absorb, even at the end of the day!
Jessica Lonergan, Coordinator, Customer Service, The Gordon (class of 2019)
Jessica Lonergan

 About your trainer 

Your trainer over the course of the two days is Daniel Ord from OmniTouch International, one of, if not the leading, contact centres trainers in the world with his courses regularly selling out across the globe.

Daniel Ord – Leading Global Call Centre Trainer

Daniel Ord call centre trainer

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 get a feel for Dan’s style? Read some of Dan’s articles on CX Central, listen to some Podcasts on the CX Hustle or check out his profile on LinkedIn.

 Video Highlights from the 2019 Course 

Whilst we think our course is pretty special, nothing beats hearing from participants themselves. The video below contains some short testimonials from participants in our 2019 course held in Melbourne.

Previous Course Participant Testimonials: 

“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!!”

 What’s included? 

Your ticket includes:

  • Two full days of training with the best contact centre trainer in the world!
  • All course takeaways (workbooks, call centre calculators etc).
  • A great venue with full catering including morning tea, hot buffet lunch and afternoon tea.
  • A great opportunity to network with other contact centre professionals.

 About the Venue 

For those travelling interstate, the Pullman Melbourne on the Park provides discounted accommodation or you can stay nearby in Melbourne CBD and its just a short stroll through the beautiful gardens to the hotel (and across the road from the MCG!).

Public transport is just across the road (Jolimont train station) and there is discounted parking if you are planning to drive.

 Pricing and Payment Options 

Save $400 and secure your place with our Early Bird rate of $2,095 ex GST if you purchase your ticket before 29 February 2020. Prices will revert to $2,495 on 1 March 2020.

The rate includes all workbooks and a hot buffet lunch each day along with morning and afternoon tea.

Please note to deliver the optimal training we only have limited spaces available so recommend you book early to avoid disappointment.

Purchase now:

Tickets can be purchased using a credit card, direct bank transfer or via invoice (the course must be paid in full prior to course commencement). Just choose the option you’d like in the checkout options below.

No Credit card?

Though we offer online registration below and some customers prefer that – we are always here for you. If you don’t want to book online, or don’t have a credit card, just contact us and we’ll handle all the registration requirements directly with you.

Discounted accommodation and car-parking is available from the venue or it’s just a short stroll through the beautiful gardens to Melbourne CBD where there are hundreds of accommodation options.


April 16 @ 9:00 am
April 17 @ 5:00 pm
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CX Skills
+61 3 9008 7287

Key Information

Course Duration:
Two Days
Best suited for:
New to call centres - leaders, Future Leaders, Team Leaders, Managers
Daniel Ord


Pullman Melbourne on the Park
192 Wellington Parade
+ Google Map
03 9419 2000


24 available
Contact Centre Management Course 2020$2,495.00 $2,095.00Save $400 with our Early Bird rate if you purchase before 29 February 2020.