How to Develop Effective Call Centre Team Leaders

$1,297 AUD per person

This How to Develop Effective Call Centre Team Leaders course has an average rating of 5.0 out of 5 stars
Very good0%

The Develop Effective Call Centre Team Leaders course sets out the training structure, tools and resources Call Centre Managers need to provide Call Centre Team Leaders with a very clear understanding of their role and equip them with the practical skills needed to effectively lead their teams to consistently achieve their team targets and KPIs.

It will also reduce the time it takes your frontline team members to become more productive, so you can finally say goodbye to the stress and frustration of regularly missing your goals and targets!

Ask yourself this:

  • Are you stressed because your Call Centre DOESN’T regularly achieve its targets and KPIs?
  • Sick and tired of Team Leaders who don’t effectively manage or coach their teams, which unnecessarily harms your brand, increases costs and lowers profitability?
  • Do your Call Centre Team Leaders lack the skills needed to lead their teams to hit their goals every month?
  • Are you frustrated with promoting team members as Team Leaders only to find they aren’t suited for the role, then having to replace them and losing a really good team member in the process?

If you’ve answered yes to one or any of these questions this course is for you!

Call centre managers team leader training course

As well as the eight hours of live training, this How to Develop Effective Call Centre Team Leaders course also includes access to a self-paced online course and a heap of fantastic resources so you’ll be equipped with the skills and resources to help ensure your Team Leaders are engaged and effective in their role.

Highly Recommended!

Review of Private Training Courses

From the outset of communicating with Marc to book the course, he was friendly, professional, and very accommodating to our needs which were greatly appreciated.

We had the privilege of being able to have Marc in-house to deliver the course in person for myself and one of my supervisors and Marc did a fantastic job of combining and delivering his ‘How to create amazing team leaders’ and ‘How to be an amazing team leader’ courses, keeping the content relevant and engaging for both of us.

The tools and resources provided will certainly add value to any call centre leaders/managers and give an excellent framework to help build, sustain and continue to develop a strong leadership team within a call centre.

For anyone new to a TL role or for those looking to know how to better develop their TL’s (and identify traits of future TL’s) I would highly recommend Marc’s courses and will look to use them again in future.

Avatar for Leigh Spires
Leigh Spires
Call Centre Assistant Manager
National Storage

8 Core Modules all facilitated live

Designed for busy call centre managers, the eight powerful modules will fast-track your skills, including:

  • Preparing Your Framework For Success
  • Key Traits, Characteristics and Practices of Amazing Team Leaders
  • Effective Time Management
  • Coachable Call Structures
  • Call Monitoring and Scoring
  • Providing Effective Feedback
  • Team Leader and Team Member Skills Audits
  • Team Leader and Team Member Coaching Plans
call centre team leader framework
Create amazing call centre team leaders course

Who should do this course?

Designed for people responsible for running contact centres (e.g. Contact Centre Managers), this How to Develop Effective Call Centre Team Leaders will change the performance of your contact centre by creating your own training process that equips Contact Centre Team Leaders with the skills and tools needed to effectively manage and coach their teams.

Delivered over 2 x 4-hour sessions (so a total of two workshops and eight hours of live training), the workshops and easy-to-customise tools, templates and resources show you how to develop your Team Leaders to become amazing leaders who coach, nurture and lead high-engagement teams that regularly hit their targets and KPIs.

In short, this course will provide you with everything you need to ensure your Team Leaders are skilled for success.

It is especially suited to:

  • Contact Centre Business Owners and C-suite Executives
  • Long term Contact Centre Managers ready for a reset or to gain some additional skills to take their team to the next level.
  • New Contact Centre Managers wanting to get their Team Leaders set up effectively to succeed.
  • Newly formed contact centre leadership teams
  • Low performing leadership teams

Looking for other suitable training courses?

If you are looking for a course to help Team Leaders improve their own skills and capabilities, check out Marc’s other course – How to Be a GREAT Call Centre Team Leader.

We also have a range of other courses for Contact Centre Team Leaders and Contact Centre Managers.

8 Hours of Live, Facilitated Learning delivered via 2 x 4-Hour sessions:

We have built this How to Develop Effective Call Centre Team Leaders to enable Call Centre Managers to quickly upskill and minimise time away from your call centre.

Each four-hour workshop includes sufficient time to absorb the skills and resources, and all workshops are delivered live by Australia’s leading Team Leader Coach and Mentor, Marc Carriere.

Session 1

MODULE 1: Preparing Your Framework for Success

Lessons and resources that bring clarity and deep understanding of your purpose and the reasons why you and your Team Leaders and team members want to achieve continued and sustained success.

MODULE 2: Amazing Team Leaders Traits

Lessons and resources to identify the key traits, characteristics and practices of amazing Team Leaders to get the right person to begin with, who clearly understands their role and responsibilities.

MODULE 3: Effective Time Management

Lessons and tools that provide the structure and accountability to ensure Team Leaders are spending the time needed each day to effectively manage and leading their teams – especially underperformers!

MODULE 4: Coachable Call Structures

Lessons and tools for creating easy to follow Call Structures with the right steps and proper sequence to follow that are easy for Team Leaders to coach team members on to increase their success.

Session 2

MODULE 5: Call Monitoring and Scoring

Easily and effectively monitor and score team members’ calls with an easy-to-customize Scoring Tool that identifies areas to praise and deficiencies that need to be corrected with further individual training.

MODULE 6: Providing Effective Feedback

Lessons and resources for effectively providing corrective and nurturing feedback that identify positive aspects of calls to praise and deficiencies Team Leaders can work on with team members.

MODULE 7: Skills Audits

Lessons and Templates for conducting Team Leader and Team Member Skills Audits to identify those areas Managers and Team Leaders need to focus on to get the most out of their team.

MODULE 8: Coaching Plans

Lessons and templates for developing Team Leader and Team Member Coaching Plans outlining coaching roadmaps for areas of improvement, who delivers coaching and when it’s delivered.


In addition to the eight hours of live facilitated training sessions for the modules above, each participant will receive:


Easily customised Resources, Tools and Templates for Contact Centre Managers and Team Leaders to use to lead their teams to regularly achieve (or even exceed) their monthly Targets and KPIs, including The 7 Pillars For Creating Amazing Team Leaders Workbook.

What you’ll learn

By completing the How to Develop Effective Call Centre Team Leaders, you will learn a practical, proven and easy-to-implement Team Leader Training Process (developed in the trenches – Not Theory or PowerPoint ‘Fluff’) with 18 easy-to-use and customise Resources and Tools to create truly amazing Team Leaders with:

  • a very clear understanding of their role,
  • the practical skills needed to lead their teams to consistently achieve their Targets and KPIs, and
  • the ability reduce the time it takes team members to become more productive to lower costs and increase profitability.

So you can finally say Goodbye to the stress and frustration of missing your goals and targets and concentrate on other critical areas of the business!

Built for Online

While this How to Develop Effective Call Centre Team Leaders had traditionally been delivered on-site/in-person, since COVID, we adapted this course to be delivered online via ZOOM, and it’s still the preferred option for most customers.

Delivered over two sessions, each four hours in duration (total of eight hours), there is time to attend to normal call centre manager duties while developing your call centre team leader superstars!

However, if you’d rather have the course delivered in person on your premises or would like more flexibility with the dates and times, please refer to our private training options >

Online training course to develop call centre team leaders

About Your Coach and Mentor, Marc Carriere

Starting in his early 20s as a direct salesperson Marc began specialising in lead generation, telesales and appointment setting. And with the help of mentors and his natural ability, quickly became recognized as a direct marketing and call centre expert.

Over the past 35 years, Marc has provided call centre consulting and training services to a wide variety of B2B and B2C companies in Australia, Canada, Fiji, México, The Bahamas, United Kingdom and the United States of America.

With his worldwide experience managing call centre teams who have won 3 Silver and 3 Gold ‘Ardy’ Awards, mentoring and coaching Call Centre Managers and Team Leaders and having owned a call centre himself, Marc is well aware of the difficulties call centres face in consistently meeting their targets and KPIs.

Team Leader training courses by Marc Carriere

Hear what others have said about working with Marc

Private and Public Options

The How to Develop Effective Call Centre Team Leaders is available publicly (with others) or privately (just for your business) with the differences outlined below.

Public Courses

The How to Develop Effective Call Centre Team Leaders is delivered as two sessions (2 x 4-hour sessions so a total of 8 hours of live training) via ZOOM and is open to the general public.

This is perfect for small numbers of managers attending with the added benefit of meeting and learning from other managers in the industry (also a great way to help build your network).

The times and dates are fixed to enable you to plan ahead around your schedule.

View upcoming public courses at the bottom of this page!

Private Courses

Whilst the public courses can be a great way to interact with other managers and is 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 leadership team to take them all on the journey together.

Our private courses also enable you to choose the dates and times of the workshops to suit your business.

Learn more about our private course options >

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.

CX Skills Australia Training Courses
CX Skills
Based on 33 reviews
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here:
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.
Response from the owner: Thanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great course delivery and awesome techniques to use with customers.
Response from the owner: Thanks Yvonne, managing difficult customers is never fun but its a whole lot easier when you are provided with the rights skills. Glad to hear you enjoyed the course!
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
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!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
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!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
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. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
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 intimately.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
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 me.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
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!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
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 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.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!

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 and Payment Options

The How to Develop Effective Call Centre Team Leaders facilitated live by Marc Carriere is just $1,297 ex GST for eight hours of facilitated learning delivered over 2 x 4-hour modules.

The price includes:

  • 2 x 4-hour live facilitated sessions by Marc Carriere.
  • 18 Resources, Tools and Templates you can download.

Available Discounts

  • Save 15%  if you purchase two or more tickets in the same transaction.

Tickets can be purchased using a credit card or invoice – select your preference on the checkout page.

Price of the Create Amazing Team Leaders Course

Do you have any questions about this course?

Want to discuss private training options or a customised training solution for your contact centre leadership team?

Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT (Melbourne, Australia) Monday to Friday or send us a message anytime >

Purchase tickets to the public How to Develop Effective Call Centre Team Leaders:

Just click on the available courses below to purchase a ticket or view Marc’s other course, How to be a Great Call Centre Team Leader >

In 2024, this course will only be available for private bookings (minimum two people).

Please contact us for available dates and times!