A new team leader in a call centre needing management training

Introduction to Contact Centre Management Training Course

Rated 4.7 out of 5
This Introduction to Contact Centre Management course has an average rating of 4.7 out of 5 stars
Very good27%

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.

And for the remaining 25%, most call centre managers come from other areas of the business and inherit the call centre function and then try to quickly get their head around a lot of weird acronyms, jargon and 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 haven’t worked 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 there are some fundamental practices, processes and rules that 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 course!

Call centre manager and team leader in training course

Applicable to all Contact Centres

The 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.

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 and awareness that are applicable to all contact centres globally.

Across 6 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.

call centre management best practice training course

What you’ll learn

Across two half-days, the 2 x 4-hour (total of 8 hours training) 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.


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 a Team Leader and how to 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 do 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.

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 customers experiences and be a better leader.

Looking for something even more in-depth training? Our Contact Centre Management Fundamentals training course steps things up another notch with 16 hours (4 x 4-hour sessions) of live, facilitated training by global Contact Centre Expert Daniel Ord. Learn more about the course >

Built for online

While the Introduction to Contact Centre Management training course has traditionally been delivered on-site/in-person, since COVID we’ve now adapted this course to be delivered online via ZOOM teleconferencing.
Delivered over 2 x 4 Hour modules on consecutive days, it enables students 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 >

Online public course class photo
The November 2021 public class of the Introduction to Contact Centre Management course

Public or Private Training options

The Introduction to Contact Centre Management training course is available publicly (tickets can be purchased by any organisation) or privately (just for your employees) with the key differences explained below.

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.

Learn more about our private course options >

Public Courses

The Introduction to Contact Centre Management course is delivered as 2 x four-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.

Who is this course suitable for?

Customer Service Team Leader training

The 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.

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 KPI’s 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 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 the business

  • Participants 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.
call centre team leader coaching
happy call centre team with arms in the air
call centre supervisor training

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 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 award programs including the Auscontact Association awards as well as award programs overseas including the World Contact Centre awards held in Las Vegas, Singapore Contact Centre Awards and lots more.

Justin is also the founder of CX Central (Australia’s most visited website in Australia for contact centre and customer experience professionals) and he is highly regarded as an industry authority for contact centres and customer experience (CX) in the media and at various conferences and events.

Justin Tippett is the Intro to Call Centre Management course trainer

Customer Testimonials from people who have completed this course


Rated 5 out of 5
24 February 2022
Review of February 2022 Introduction to Contact Centre Management

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.

Avatar for Belinda
Manager Client and Administration Services
Central Regional TAFE

Superb introduction to taking the leap from consultant to TL/Manager

Rated 5 out of 5
30 November 2021
Review of November 2021 Introduction to Contact Centre Management

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.

Avatar for Julian M
Julian M
Senior Customer Response Agent
Viva Energy

Excellent foundation course

Rated 5 out of 5
26 November 2021
Review of November 2021 Introduction to Contact Centre Management

Informative information and materials, providing a great foundation understanding; good pace and an engaging presenter in Justin.

Avatar for Narelle Houston
Narelle Houston
A/Director Client Operations
Queensland Treasury

Excellent Contact Centre Management Course

Rated 5 out of 5
25 November 2021
Review of November 2021 Introduction to Contact Centre Management

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.

Avatar for Rosie Russo
Rosie Russo
Senior Revenue Officer
Office of State Revenue

“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.”

Customer Testimonials for the Introduction to Contact Centre Management course

“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 contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals.  We’re one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.

We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews (the most recent listed below) so you can rest assured your training is in good hands.

CX Skills logo, Introduction to Contact Centre Management course
Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
Joyi Lu
05:53 22 Jun 22
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.
07:00 03 Jun 22
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.
Todd Johnson
Todd Johnson
02:05 16 Feb 22
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.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 21
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!
Keira Smith
Keira Smith
02:55 29 Nov 21
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!
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
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
GVW Intranet
GVW Intranet
04:48 15 Oct 21
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.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
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
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
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!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
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.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
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.
Eva P
Eva P
16:53 25 Apr 21
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.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
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!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
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.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
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!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Jelena Prenner
Jelena Prenner
22:06 03 Feb 21
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.
Nicole Field
Nicole Field
05:25 02 Feb 21
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.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
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.
Sarsha S
Sarsha S
23:39 22 Dec 20
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.
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.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20

Pricing, discounts & support

The price of the 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.

If you’ve got further questions about the course or would like to discuss private delivery options for your whole team please contact us on +61 3 9008 7287 AEST/AEDT 8:30 am to 5:30 pm Monday to Friday or send us a message anytime >

Save 15%  when you book for 3 or more people in the same transaction!

A pink pig with pricing and discount options for the training course

Got questions about this course? Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Purchase tickets now for the Introduction to Contact Centre Management course

Our upcoming public courses are listed below – click on your preferred date to learn more about the course and purchase tickets.

Justin is currently flat out with the launch of the Australian Customer Experience Professionals Association of which he is CEO so given his limited availability there are no upcoming public courses scheduled.

This course is still available for private bookings (please contact us) or we encourage you to check out the Contact Centre Management Fundamentals course conducted by global expert Daniel Ord