Introduction to Contact Centre Management
The essential foundation for anyone responsible for a contact centre. Built on proven frameworks, practical models, and over 30 years of industry expertise.
Whether you’re stepping into leadership for the first time, already running a centre without formal training, or a business leader wanting your contact centre aligned with best practice, this course gives you the skills and confidence to succeed.
It’s the practical roadmap every manager wishes they’d had when first taking responsibility for a contact centre.
- 2 × 3-hour live online sessions
- Endorsed by ACXPA
- Workbook, certificate & post-course support
- Proven frameworks to manage operations, people, performance, and planning
- Relevant to individuals and businesses across all industries
- Delivered live online with real-world examples and interactive discussion
Why Contact Centre Management Training Matters
Many leaders step into contact centre responsibility after years on the phones or managing other functions. They’re capable, but their approach is often shaped by one or two environments rather than proven, transferable principles that work anywhere.
There are universal operating rules that underpin every high-performing contact centre: how work arrives, how staffing translates to service, which KPIs actually drive outcomes, and how coaching and quality tie it all together. Miss those, and you get firefighting, inconsistent results, and targets that don’t line up.
Introduction to Contact Centre Management closes that gap. It gives leaders a clear, practical playbook — setting meaningful targets, forecasting at a sensible level, reading the right metrics, and leading people in ways that lift performance reliably.
This isn’t about copying someone else’s centre. It’s about learning the universal rules of the game so you can run your operation with confidence and impact.
Who Is This Course Suitable For?
The Introduction to Contact Centre Management course is designed for anyone who holds responsibility for a contact centre function — whether you’re leading a team of five or managing a large multi-site operation.
Many leaders inherit contact centre responsibility without ever being shown the universal best-practices that drive high-performing operations worldwide. This program closes that gap by giving leaders a clear framework, practical tools, and the confidence to run their centre with consistency.
It’s the essential toolkit every manager needs — distilled from decades of expertise into models you can apply immediately.
Backed by ACXPA endorsement and delivered by one of Australia’s most respected industry experts, the course ensures you’re not just managing day-to-day activity but leading with the same principles used in world-class centres across industries.
Whether you’re stepping up, refining what you already do, or needing a formal framework to support your team with impact, this program equips you with skills that transfer across any contact centre environment.
Typical roles that benefit from Introduction to Contact Centre Management include:
- Current Team Leaders: Building the capability to move into senior leadership roles such as Operations Manager or Contact Centre Manager.
- Existing Contact Centre Managers: Strengthening their operations with proven, best-practice frameworks that cut through daily firefighting.
- Managers by Experience: Leaders who have learned on the job but have never had formal contact centre management training.
- New Contact Centre Managers: Recently appointed leaders who want to manage effectively from day one with a structured foundation.
- Business Leaders & Executives: Senior managers with accountability for the contact centre channel who need clarity on how to measure, manage, and support performance.
Built for Busy Professionals – Flexible, Interactive and Easy to Apply
The Introduction to Contact Centre Management course is delivered live online across two interactive 3-hour sessions. That means you can gain the skills you need in a focused format that fits neatly into your work week.
We know leaders can’t vanish for days at a time. This design keeps learning sharp and practical, while still leaving you the space to handle your day-to-day responsibilities.
Sessions are fully interactive — not just slide decks and passive listening. You’ll join discussions, activities and case examples guided by Justin Tippett, while also connecting with peers facing similar challenges in their own centres.
- ✔️ Concise format: two three-hour sessions, designed to maximise learning without overload
- ✔️ Practical interaction: ask questions, test ideas, and learn from real-world examples
- ✔️ Convenient delivery: join from anywhere, no travel required
It’s a format proven to work — giving you the clarity, frameworks and confidence to lead your centre effectively, without needing to step away from the job for long stretches.
Course Modules
Delivered over two live 3-hour sessions (a total of six hours), the Introduction to Contact Centre Management course provides a practical overview of the core principles every manager needs to lead a high-performing centre.
From metrics and workforce planning to people, performance and quality, each module is designed to build the knowledge and tools that transfer straight into your environment. The course is pragmatic, interactive and immediately useful — not theory for theory’s sake.
Every participant receives a workbook, a certificate of completion, and the confidence to apply proven models the very next day.
1. Contact Centre Foundations
Understand the evolving role of contact centres, the difference between CX and customer service, the impact of customer preferences, and the key jargon and acronyms every leader needs to know.
2. Team Leader Roles & Responsibilities
Explore the core functions of Team Leaders and Managers, their impact on performance, and how to focus on what truly matters in a busy contact centre environment.
3. KPIs & Metrics
Learn the key metrics used to measure performance, how each influences the other, and what to watch out for when assessing both team and centre-wide results.
4. Calculating Workload
Discover how to model staffing needs, optimise rosters, and apply simple workload calculations (including the Erlang formula) to improve efficiency and service levels.
5. Measuring Quality
Unpack approaches to measuring quality across both agent and centre levels, and learn practical techniques to assess customer experience beyond just the numbers.
6. Human Behaviour
Understand the fundamentals of human behaviour and how it influences performance, customer interactions, and the way managers can lead more effectively through empathy and insight.
What You’ll Be Able To Do After This Course
The Introduction to Contact Centre Management course equips new and existing leaders with the core principles that drive every successful centre. You’ll finish with a solid foundation, practical tools, and the confidence to lead with clarity.
Outcomes are designed to transfer directly to your workplace — meaning fewer surprises, clearer measures, stronger coaching, and a contact centre your executives and customers can rely on. You’ll also gain the perspective to show how the centre contributes to wider company success, positioning it as a strategically important part of the business rather than just a cost centre.
Need something bigger (or more tailored)?
If you’re looking for deeper immersion or a program customised to your exact challenges, we’ve got options to suit:
- Contact Centre Management Fundamentals — our flagship program delivered over 4 × 4-hour sessions, covering advanced frameworks and global best practices in full depth.
- Bespoke Contact Centre Manager Courses — a library of focused 2 × 4-hour modules you can mix and match to target the skills and challenges most relevant to your centre.
Whichever option you choose, you’ll be learning directly from respected industry experts — in the format that best fits your goals.
About Your Trainer
The Introduction to Contact Centre Management course is designed and facilitated by Justin Tippett, one of Australia’s most respected contact centre experts. With over 30 years of experience leading, consulting, and training across centres of all sizes, Justin has built a reputation for turning complex operations into practical, easy-to-apply strategies.
As Chair of the ACXPA Contact Centre Roundtables, co-creator of the Australian Contact Centre Quality Standards, and co-creator of the Australian Call Centre Rankings, Justin brings unparalleled insight into what makes a modern contact centre succeed. His sessions are known for being engaging, straight-talking and packed with real-world examples that managers can use immediately.
Leaders leave his training not just with tools and frameworks, but with a clear understanding of how their contact centre contributes to overall company success — and the confidence to position it as a strategically important function in their business.
What Attendees Say About Introduction to Contact Centre Management
Leaders across industries rate this course for its clarity, practicality and immediate impact. The frameworks are easy to apply on the floor, and the strategic context helps managers position their centre as a meaningful contributor to business success.
Whether you’re stepping into leadership or formalising years of experience, participants consistently report sharper decision-making, better use of KPIs and a stronger voice with executives after completing the program.
Awesome - Valuable Information
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.
Valuable & Engaging - Highly Recommended!
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.
Fantastic, Informative and Fun!
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!!
Great Time Spent with Justin!
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.
Strongly Recommended!
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!
Really enjoyed the course!
The training provided by Justin was really good, lots of information that will benefit us in many ways in the contact centre!
Fantastic content and practical takeaways
Just finished the introduction to contact centre management course, I really enjoyed it Justin was excellent as facilitator. Some fantastic content.
This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.
It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I’m armed with quite a few practical take aways.
Great course !!
This was a great course, all the information was relevent and very interactive. I feel like I have learnt quite a bit from this course that I will utilise with my team.
Great introduction to the key requirement of managing a successful contact centre.
Justin’s knowledge and engagement style were refreshing, and the content was relevant and easy to follow.
Excellent
Very well structured training course – good balance of listening and interactive activities.
Justin is a great presenter and is clearly passionate about the topic.
All course expectations were met – would highly recommend to others.
Superb introduction to taking the leap from consultant to TL/Manager
My manager advised he wanted me to do this course to get a feel on what it would take to make the leap from a consultant to a TL. Over the two days Justin was able to give me more than enough understanding of the fundamentals that you need to know to take this leap. Very grateful to have had the opportunity and would HIGHLY recommend to anyone in a similar situation.
Excellent foundation course
Informative information and materials, providing a great foundation understanding; good pace and an engaging presenter in Justin.
Excellent Contact Centre Management Course
The course was very informative and most modules relative to our business area. The facilitator Justin, was very knowledgeable and motivating with the quize’s. I highly recommend this course for any team leaders or managers who run a call centre.
Very Informative
Great place to start if you want to understand metrics so you and your team can make the most out of their day to ensure high productivity .
Informative & Productive
Great Sessions, very informative and the content provided will be useful to ensure I am able to complete my role efficiently & even more productive!
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Pricing and Payment Options
The Introduction to Contact Centre Management course is facilitated by Justin Tippett and delivered live online across two focused half-day sessions. It’s scheduled multiple times each year, making it easy to find a date that suits you or your team.
Book an individual seat or enrol multiple participants. Select your preferred date in the Upcoming Dates section and confirm your booking online.
💳 Both credit card and invoice payment options are available.
Seats are limited. Secure your place early to avoid missing your preferred intake.
📅 Upcoming Public: Introduction to Contact Centre Management
Join an upcoming Introduction to Contact Centre Management intake. Pick a date, jump to the course page, and book in minutes.
This program runs regularly across the year in 2 × 3-hour live online sessions. Seats are limited, so grab the next intake or secure a future date now.
Prefer to talk first or want a private delivery for your leadership team? Call +61 3 9008 7287 or send us a message.
September 2025 Introduction to Contact Centre Management
Online via Zoom Price: $697.00 AUD ex GSTFast-track your knowledge of contact centre management in this 2 x 3-hour course September 2025 introduction course delivered by Australian contact centre expert Justin Tippett.
November 2025 Introduction to Contact Centre Management
Online via Zoom Price: $697.00 AUD ex GSTFast-track your knowledge of contact centre management in this 2 x 3-hour course November 2025 introduction course delivered by Australian contact centre expert Justin Tippett.
Frequently Asked Questions — Introduction to Contact Centre Management
The Introduction to Contact Centre Management course is ideal for Team Leaders, new and existing Contact Centre Managers, and business leaders with responsibility for a centre. It’s designed to provide a strong foundation in best-practice management, whether you’re stepping up or strengthening what you already do.
Public courses are delivered live online across two sessions of 3 hours each, making it easy to balance training with day-to-day work.
Private courses can also be arranged for leadership teams (onsite or online delivery).
The course covers six core modules: Contact Centre Foundations, Team Leader Roles & Duties, KPIs, Workload & Forecast Modelling, Measuring Quality and Human Behaviour. Together they provide a strong grounding in both operational mechanics and leadership skills that apply across all industries and platforms.
The course runs for 6 hours in total, delivered as 2 × 3-hour live sessions. Every participant receives a workbook, interactive exercises, and a Certificate of Completion.
You can register as an individual or book multiple seats at once. Discounts are available for 2+ seats, and private delivery is available for groups of 5 or more.
No. The principles taught apply to teams of five as much as they do to multi-site operations. You’ll learn how to scale the same frameworks to your environment.
No. The course introduces the essentials of forecasting, staffing and KPIs from a manager’s perspective. You’ll learn how to interpret the numbers, ask the right questions, and make sound decisions — without needing to be a WFM analyst.
Yes. The principles are industry-agnostic and apply across finance, government, telco, retail, health and more. They’re also platform-independent, so whether you use Genesys, Amazon Connect, Five9, or any other system, the frameworks still apply.
The ICCM course is facilitated by Justin Tippett, one of Australia’s leading contact centre experts. With decades of leadership and consulting experience, Justin is known for making complex topics simple, practical and engaging.
Public courses: View the upcoming dates above and click the booking link to secure your seat instantly.
Private courses: Contact us to discuss your team’s needs.
We accept both credit card and invoice payments. Discounts apply for multiple seats and ACXPA members save 25%.
Yes. A key focus of the course is showing how contact centres contribute to wider business success — not just handling calls. You’ll learn how to link customer outcomes, operational performance, and strategic goals in ways that resonate with executives. That means you leave better equipped to earn a seat at the table and to demonstrate that the contact centre is a critical driver of both customer experience and company performance.