Introduction to Contact Centre Management Training Course
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.
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?
or the Team Leaders and Managers who 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 Introduction to Contact Centre Management training course!
Applicable to all Contact Centres!
The Introduction to Contact Centre Management training 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!
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.
What you’ll learn in the Introduction to Contact Centre Management training course
Across two three-hour sessions (a total of six hours of training), the Introduction to Contact Centre Management training 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.
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.
Built for Online Training
Since COVID, we’ve now fully adapted the Introduction to Contact Centre Management training course to be delivered virtually/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 >
Public or Private Training options
The 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 Introduction to Contact Centre Management training 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.
View upcoming public courses at the bottom 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.
Who is this course suitable for?
The Introduction to Contact Centre Management training course is suitable for:
- New Team Leaders & Managers who want to learn about the basic fundamentals of contact centre management that are applicable to ANY contact centre.
- 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 the best practices, techniques, and methodologies of the contact centre industry.
- 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.
Key Course Takeaways
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 Introduction to Contact Centre Management training 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 the course
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!
Very knowledgeable.
Some information was more suited to an “inbound” contact centre (ours is outbound) and more customer service centric. Justin is very knowledgeable and delivered the course in an easy way to understand. Some key metric’s explained could most certainly be implemented for our business. Will definitely take some of his advice on board.
Intro to Contact Centre Management
The first session was a tad slow but it laid the groundwork for some interesting concepts in the second session.
Engaging and Informative
Justin provided us with two great sessions which gave us a insight on how to better ourselves when it comes to be more productive as well as how to ensure we are keeping ourselves and our teams accountable.
Great course for those starting or getting into call centre management
Most call centres have their own unique way of doing things which means progressing your career in one business can look very different to another. This course gives you the fundamentals of management in ALL call centres and a clear understanding of how it all comes together operationally.
Excellent!
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.
You'll learn heaps!
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Effective and Interactive!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps that needed filling. Although it was at the height of the Melbourne lockdown, the session was still interactive, interesting and achieved the desired result.
Highly Recommend!
Justin from CX Skills responded promptly to my training enquiry. He heard what we wanted and we discussed the 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. In 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 Skills and Justin for training and support.
Skills for Life!
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.
“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.
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Pricing, discounts & support
The price of the Introduction to Contact Centre Management training 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% 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 >
Purchase tickets now for the Introduction to Contact Centre Management training course
The public dates for the upcoming Introduction to Contact Centre Management training course are listed below. Click on your preferred date to learn more about the course and purchase tickets.
New public course dates are published on a regular basis!
January 2025 Introduction to Contact Centre Management
Online via Zoom Price: $497.00 AUD ex GSTFast-track your knowledge of contact centre management in this 2 x 3-hour course January 2025 introduction course delivered by Australian contact centre expert Justin Tippett.
March 2025 Introduction to Contact Centre Management
Online via Zoom Price: $497.00 AUD ex GSTFast-track your knowledge of contact centre management in this 2 x 3-hour course March 2025 introduction course delivered by Australian contact centre expert Justin Tippett.
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