Introduction to Contact Centre Management Training Course
Learn the essential skills and proven frameworks to confidently manage a high-performing contact centre.
Build your confidence in contact centre management – no buzzwords, just the fundamentals done right.
This Introduction to Contact Centre Management course is designed for Team Leaders and Managers who want to learn the proven practices that underpin successful call and contact centres.
Whether you’ve recently been promoted, stepping into a Team Leader role, or are already managing a centre without formal training, this course will help you fill in the gaps, strengthen your knowledge, and give you the tools to manage your call centre with clarity and confidence.
Most contact centre managers start their careers on the phones – learning by doing, not through structured training. And while experience matters, understanding the core elements of contact centre management can be a game-changer: things like metrics, workload planning, agent performance, quality frameworks, and customer behaviour.
Delivered live by one of Australia’s most respected contact centre experts, Justin Tippett, this course is packed with practical insights, relatable examples, and proven models you can apply immediately.
It’s everything you wish someone had told you when you first stepped into call centre management!
Introduction to Contact Centre Management Course Fast Facts
Here’s a quick overview of why our Introduction to Contact Centre Management course is one of the most popular choices for new and existing contact centre leaders across Australia.
From the format and delivery to the credibility of the trainer, everything is designed to help you build practical, best-practice contact centre management skills that make a real impact.
Applicable to All Contact Centres – Even if You Don’t Call it That!
We get it – not everyone likes the term “call centre.” You might call it a support team, service desk, customer care line or just “the people who answer the phones.” But if your business handles inbound calls, uses phone software, and has staff resolving enquiries, complaints or service issues – you have a contact centre function, whether it’s formal or not.
This course is designed to help Team Leaders and Managers across all industries and setups build a best-practice contact centre environment – no matter the size, structure or name you give it.
Every centre is different, and yes – yours will have its own systems, workflows, and quirks. But the principles of managing operations, performance, planning resources, and delivering great service are universal. And that’s what this course focuses on.
Facilitated by industry expert Justin Tippett, the course blends current trends, proven frameworks, and over 30 years of experience to give participants a clear, practical understanding of what good contact centre management looks like – and how to apply it in your world.
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
Across two live 3-hour sessions (a total of six hours), the Introduction to Contact Centre Management course provides a practical overview of core contact centre management principles.
From metrics and planning to people and performance, each module is designed to give new and existing managers the tools and context they need to run an efficient, customer-focused operation.
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 contact centre 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 contact centre performance, how each metric influences the other, and what to watch out for when assessing team and centre-wide results.
4. Calculating Workload
Discover how to model staffing needs, optimise roster planning, and apply simple workload calculations (including the Erlang formula) to improve operational efficiency and service levels.
5. Measuring Quality
Unpack the different 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 agent performance, customer interactions, and the way managers can lead more effectively through empathy and insight.
Looking for More Contact Centre Training Options?
These specialised courses are ideal for those wanting to dive deeper into contact centre management, quality assurance, or team leadership. Explore the options below to continue building your skills.
Contact Centre Management Fundamentals
Learn the core principles of contact centre operations, KPIs, resource planning, and customer demand management.
Trainer: Daniel Ord
Duration: 4 x 4-hour sessions
Cost: $1,897 per person ex GST
Availability: Public & Private
How to Design a Quality Assurance Framework
Master the process of designing and managing a best-practice QA framework with real-world insights and templates.
Trainer: Daniel Ord
Duration: 2 x 4-hour sessions
Cost: $798 per person ex GST
Availability: Public & Private
How to be a Great Team Leader
Equip your Team Leaders with the skills to lead, coach, and manage their teams to consistently meet KPI targets.
Trainer: Marc Carrier
Duration: 2 x 3.5-hour sessions
Cost: $997 per person ex GST
Availability: Public & Private
Built for Online Learning – Flexible, interactive and perfect for busy professionals.
The Introduction to Contact Centre Management course has been purpose-built for live online delivery, making it easy for individual professionals or small groups to upskill without needing to leave the office or home.
Delivered via Zoom over two x 3-hour live sessions (usually on consecutive days), the format is designed to maximise learning while still leaving room for the demands of a busy workday.
It’s engaging, practical and led in real-time by one of Australia’s most respected contact centre experts – with opportunities to ask questions, share insights, and connect with others working in the industry.
Prefer in-person delivery for your team? Private training options are also available and can be delivered onsite across Australia.
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.
Available for Public and Private Training
The public Introduction to Contact Centre Management Training course is perfect for individuals or small teams looking to develop their skills in a structured, interactive learning environment.
These sessions bring together participants from different contact centres, offering diverse insights and shared learning experiences.
Our private introduction to contact centre management training provides a customised experience tailored exclusively for your contact centre. You’ll have the flexibility to choose the schedule, adjust content, and focus on specific challenges unique to your contact centre.
Compare the options below to find the best fit for your organisation. If you’re unsure, get in touch – we’ll help you select the right solution.
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Learning Environment | Hear different perspectives and insights from other contact centres. | Training is customised to your organisation’s specific challenges and goals. |
| Dates & Times | Fixed schedule making it easy to plan ahead | Fully flexible to suit your needs |
| Content | Standardised curriculum covering core skills | Customised to your contact centre needs |
| Delivery Method | Live online | Live online or onsite |
| Cost | $597 per person ex GST | More cost-effective for larger groups |
| Best For | Businesses needing a hassle-free, ready-made training solution with fixed dates | Companies wanting a customised training program tailored to their team’s needs |
| Minimum Numbers | No minimum (book a single employee or the whole team!) | Minimum of 4 participants |
| View Upcoming Public Courses > | Learn More About Private Training > |
Not sure which option is best for your team? Contact us to discuss your needs, and we’ll help you choose the right solution.
Contact Us >Key Outcomes from the Introduction to Contact Centre Management Course
This course delivers practical outcomes for both participants and employers. Whether you’re looking to build confidence in contact centre fundamentals or uplift performance across your team, these are the tangible takeaways you can expect.
For Participants
This course equips new and existing Team Leaders or Managers with a strong foundation in contact centre operations, metrics, and people management – giving them the tools and confidence to succeed in the role.
For Employers
Employers benefit by gaining more capable, confident Team Leaders and Managers who are equipped with practical tools and global insights that can be applied to uplift performance and improve service outcomes.
About Your Trainer, Justin Tippett
At CX Skills, we don’t use generic facilitators or textbook trainers. Every course is developed and delivered by genuine industry experts who’ve done the job – and know what actually works.
For the Introduction to Contact Centre Management course, you’ll be learning directly from Justin Tippett – one of Australia’s most respected and experienced contact centre professionals.
Justin is the founder of CX Skills and the CEO of the Australian Customer Experience Professionals Association (ACXPA), with over 30 years of hands-on experience leading, advising, and improving contact centres across both the private and public sectors.
He’s judged local and international CX and contact centre awards – including the World Contact Centre Awards in Las Vegas – and is regularly called upon by the media and industry events as an authority on contact centre management and customer experience.
When it comes to contact centres, he’s seen what works, what doesn’t, and what makes the difference – and that’s exactly what he brings to the course.
What Past Participants Are Saying
Don’t just take our word for it – hear directly from people who’ve completed the Introduction to Contact Centre Management course.
Whether they were newly promoted Team Leaders or experienced Managers wanting to fill the gaps, their feedback highlights the real-world impact this course has had on their confidence, capability, and career growth.
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!
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.
“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!”
Why Choose CX Skills?
At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.
We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.
Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.
Customer Reviews & Testimonials
Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >
Some of the Organisations We've Trained
We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >
Ready to Strengthen Your Contact Centre Management Skills?
If you’re ready to deepen your understanding of contact centre management and gain practical skills you can use straight away, this course is the ideal starting point.
The course is priced at $597 AUD per person (ex GST), with two great ways to save:
- Save 15% when booking two or more people in the same transaction.
- ACXPA Members save 25% off all CX Skills courses – including this one. Learn more >
No jargon, no fluff – just two focused sessions designed to give you the fundamentals of great contact centre management.
Secure your preferred dates from the available public courses below.
Purchase Tickets for Upcoming Public Courses
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.
Tickets can be purchased instantly with a credit card or you can request an invoice on checkout.
New public course dates are published on a regular basis!
March 2025 Introduction to Contact Centre Management
Online via Zoom Price: $597.00 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.
May 2025 Introduction to Contact Centre Management
Online via Zoom Price: $597.00 AUD ex GSTFast-track your knowledge of contact centre management in this 2 x 3-hour course May 2025 introduction course delivered by Australian contact centre expert Justin Tippett.
July 2025 Introduction to Contact Centre Management
Online via Zoom Price: $597.00 AUD ex GSTFast-track your knowledge of contact centre management in this 2 x 3-hour course July 2025 introduction course delivered by Australian contact centre expert Justin Tippett.
September 2025 Introduction to Contact Centre Management
Online via Zoom Price: $597.00 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: $597.00 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.
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