This Introduction to Contact Centre Management course has an average rating of 4.8 out of 5 stars
With 75% of call centre managers starting their careers on the phones, it’s not uncommon for people to have ‘grown up’ in the contact centre. From starting on the phones, moving into a Team Leader role or specialist position, perhaps a section manager, etc., before ultimately making it into the contact centre manager role.
For the remaining 25%, most call centre managers come from other areas of the business, inherit the call centre function, and then try to quickly understand a lot of weird acronyms, jargon, key Performance Indicators, etc.
But with no formal contact centre qualifications, degree or standards and most managers starting on the phones, it’s not surprising that most call centres simply evolve to meet the demands of your business from everything to Key Performance Indicators, processes, technology and so on.
But is there a better way to do things? For the Team Leaders and Managers that have yet to work in many call centres or worked their way up from being on the phones, it’s really a case of you don’t know what you don’t know!
The truth is that some fundamental practices, processes, and rules apply to best-practice contact centre management regardless of the industry sector, location, size, or function of the contact centre.
And that’s what we teach in this March 2025 Introduction to Contact Centre Management course!
Applicable to all Contact Centres!
The March 2025 Introduction to Contact Centre Management course is designed to equip new and existing Team Leaders or Managers with the fundamental skills and awareness required to manage a best-practice contact centre environment.
It doesn’t matter if you’ve got a 10-seat call centre or a 200-seat call centre, if your call centre handles enquiries, complaints, sales, service etc – this course will be suitable!
Facilitated by local contact centre industry expert Justin Tippett, the course is designed to excite, inform and educate participants on the current trends and challenges in the contact centre industry whilst equipping them with the fundamental skills that are applicable to all contact centres globally.
Across six different modules, students will learn the basic principles of contact centre management that apply regardless of the size, location or industry type of your contact centre.
Skills for Life!
Review of November 2018 Introduction to Contact Centre Management
If you’re looking for a contact centre subject matter expert, brilliant communicator, and all-round top bloke, look no further than Justin. Since the course, Justin has taken the time to answer any follow-up questions and will check in occasionally to see how things are going. If you’re a new or emerging leader in a contact centre, sign up for this course with Justin – you will not be disappointed and the skills you will learn will set you up for the rest of your career.
Operations Team Leader
AccessPay Pty Ltd
What you’ll learn
Across two three-hour sessions (a total of six hours of training), the March 2025 Introduction to Contact Centre Management course is designed to give participants an overview of fundamental contact centre management skills that can be immediately applied to any contact centre to improve efficiency and service.
Contact Centre Foundations
We’ll explore the current trends in contact centres, explain the difference between CX and customer service, the role the contact centre plays in CX, the impact of changing customer preferences as well as common contact centre industry jargon and acronyms used so you’ll know the difference between your GOS, AHT, ACW, FCR and more.
Team Leader Roles & Responsibilities
We explore the common functions performed by team leaders, the influence they can have on performance, and how they can prioritise what’s really important.
KPIs & Metrics
You’ll learn the key metrics used to measure performance in a contact centre for both agents and the centre, as well as how and why each metric level is important, how they influence each other and what to look out for.
Calculating Workload
Learn how data can help optimise the efficiency of your contact centre and answer questions like how many agents you need to answer X amount of calls, what’s the best time for people to take breaks, why rosters are important etc and how you can model different scenarios to help improve efficiencies and the customer experience. It’s the Erlang formula made easy!
Measuring Quality
It’s not difficult to find quantitative metrics to use in the contact centre (e.g. the number of calls answered, time spent on calls, number of cases closed etc but measuring quality at both centre and agent level can be a lot trickier! We explore some of the common methods used to measure customer experience at both an agent level and a business level.
Human Behaviour
A large part of being a leader in contact centres is learning how to relate to and manage people, so we’ll teach you the basics of human behavioural thinking and how it can help you deliver better customer experiences and be a better leader.
Built for Online Training
Since COVID, we’ve now fully adapted the Introduction to Contact Centre Management training course to be delivered online via ZOOM teleconferencing.
Delivered over 2 x 3-hour modules on consecutive days, it enables employees to still attend to urgent work matters whilst still having the energy left to learn!
If you’d rather have the course delivered in person on your premises, please refer to our private training options >
Who is this course suitable for?
People move into Call Centre Team Leader/Call Centre Manager roles from all sorts of backgrounds and with varying levels of experience, but we’ve listed below some typical examples of the types of people we see on this course.
The March 2025 Introduction to Contact Centre Management course is suitable for:
- New Team Leaders & Managers who want to learn about the basic fundamentals of contact centre management.
- Existing Team Leaders & Managers who have never received any formal training on contact centre management.
- New and existing Team Leaders and Managers who want to learn more about contact centre industry best practices, techniques and methodologies.
- Senior Executives who have inherited a contact centre and need to equip themselves with the core fundamentals of contact centre management.
- Customer Experience (CX) Professionals, Marketing and other customer touchpoint roles that want to learn more about how contact centres work.
When is the course held?
The March 2025 Introduction to Contact Centre Management course will be held on the following:
- Session one – Wednesday, 26th of March, 13:00 to 16:00 AEDT (Melbourne, Australia)
- Session two – Thursday, 27th of March, 13:00 to 16:00 AEDT (Melbourne, Australia)
Dates/times don’t suit? Click here to check other options >
Public or Private Training options
The March 2025 Introduction to Contact Centre Management training course is available publicly (you can purchase one or multiple tickets depending on how many employees you want to send) or privately (just for your employees), with the key differences explained below.
Public Courses
The March 2025 Introduction to Contact Centre Management course is delivered as 2 x 3-hour modules delivered via ZOOM and is open to the general public. This is perfect for small numbers of employees attending and the added benefit of meeting and learning from others in the industry (also a great way to help build the network for new starters in the industry).
The times and dates are fixed to enable you to plan ahead around rosters, diaries, etc – If you would like to have more flexibility on the dates, times and content, refer to our private options.
Purchase your ticket at the top of this page!
Private Courses
Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training exclusively for your team to ‘get everyone on the same page’ with basic contact centre management skills.
Along with the ability to choose the dates and times to suit your business, the content can be tailored to meet the needs of your business, e.g. more on KPIs, less on coaching, painting the ‘bigger picture’, etc.
Key Course Outcomes
For Participants:
- You’ll get an overview of contact centre management and the various components required to be a successful leader in any contact centre environment.
- You’ll learn about the common KPIs used in contact centres and how and why they are used.
- You’ll learn how to measure agent performance and how to explain the ‘power of one’ about how each agent contributes to the overall success of your contact centre.
- You’ll learn the basics of Workforce Management and know how to use Erlangs to help with rostering and process improvement.
- You’ll be equipped with some human behavioural skills that can help build better personal and professional relationships.
- You’ll meet others on a similar journey so you can start to build your professional network with.
For Employers
- Your employees will have a broader understanding of the core fundamentals of contact centre management and how they can drive performance improvements.
- They’ll gain confidence in their ability to understand and select the right contact centre management KPIs to improve operational efficiency.
- They’ll be exposed to global industry best-practice ideas that can be brought back to your workplace to improve efficiencies and/or the customer experience.
- It will reinvigorate existing Team Leaders and Managers with fresh ideas on how to do things.
- They’ll connect with others in similar roles to expand their professional network and increase their ability to benchmark and learn from others.
About Your Trainer
At CX Skills, we don’t use professional trainers who just read off a course guide written by someone else. All our courses are designed and facilitated by genuine industry experts.
And for the March 2025 Introduction to Contact Centre Management course, it’s one of Australia’s most recognised contact centre experts!
Justin Tippett is the founder of CX Skills (this website) and one of the most recognised and passionate contact centre leaders in Australia, with over 30 years of experience in the contact centre and customer experience industry across both the private and public sectors.
He’s been the judge of numerous local contact centre and CX award programs as well as overseas, including the World Contact Centre awards held in Las Vegas, Singapore Contact Centre Awards and lots more.
Justin is also the founding CEO of the Australian Customer Experience Professionals Association (ACXPA), and he is highly regarded as an industry authority for contact centres and customer experience (CX), speaking regularly in the media and at various conferences and events.
Customer Testimonials from people who have completed this course
Strongly Recommended!
28 August 2024
Review of August 2024 Introduction to Contact Centre Management
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!
Team Leader
AGL
Response from CX Skills
Thanks Jim, glad you enjoyed the course and some of the stories along the way – they certainly do help bring it all to life!
Really enjoyed the course!
28 August 2024
Review of August 2024 Introduction to Contact Centre Management
The training provided by Justin was really good, lots of information that will benefit us in many ways in the contact centre!
Service Desk Officer
Courts Administration Authority
Response from CX Skills
Thanks Shah, appreciate you taking the time to provide us with some feedback and glad to hear you enjoyed the course!
Fantastic content and practical takeaways
22 August 2024
Review of August 2024 Introduction to Contact Centre Management
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.
Team Manager
Connectnow - AGL
Response from CX Skills
Thanks Daniel, appreciate the kind words and really glad to hear you enjoyed the course and got some practical takeaways!
Great course !!
13 March 2024
Review of May 2024 Introduction to Contact Centre Management
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.
Team Leader
Chemist Warehouse
Response from CX Skills
Thanks Mary, glad you enjoyed the course and that you’ve picked up some new skills and tips to implement with your team!
“Justin’s knowledge and experience in the industry gives you an invaluable insight into how we can improve our operations. The course was very informative and enjoyable!”
“Justin was an excellent teacher, very charismatic with his information delivery. The course was informative, relevant and presented in a logical way that was easy to understand.”
“A great experience for anybody seeking to become a leader in the call centre. Clear and comprehensive material that will challenge you to become a better you.”
“A great course which just flew! Justin was knowledgeable and engaging.”
“Justin is a wealth of knowledge and adapts well to the skill of the audience. We will certainly be implementing a few of the concepts we learnt.”
“Highly recommend this course to anyone looking to move off the floor into an entry-level management position in contact centres.”
“As an existing Team Leader, I found this course helpful in many ways that will help me improve in coaching and training my team”
“It was great to be able to gain further knowledge on how to be a great team leader as well as reinforcing some of the things we were already doing were the right thing!”
“Realistic, meaningful and truly practical approach to current call centre management.”
“It was great to be able to gain further knowledge on how to be a great team leader as well as reinforcing some of the things we were already doing were the right thing!”
About CX Skills
CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.
We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Our Recent Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
Pricing, discounts & support
The price of the March 2025 Introduction to Contact Centre Management Course is $497 AUD ex GST per person.
Tickets can be purchased instantly using a credit card, or you can request an invoice at checkout when you select your preferred date at the bottom of the page.
- Save 15%Â when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members save 25% off all CX Skills courses (including this one), plus membership includes 15 self-paced training courses and a host of other benefits. Learn More >
