Call Centre Management: Comprehensive Certificate Course

Call Centre Management is a business discipline that is focused on the practical application of service delivery. The call centre is seen as the face of a business.

Course Summary

Award type:
Comprehensive Certificate
Accredited by:
Not Applicable
12 Months
Entrance Requirement:


This module will teach you how to communicate professionally and effectively in the workplace. It is perfect for those who do not have lots of work experience or individuals who wants to improve their skills. 

Recognise face-to-face impact, understand the behaviours and use it to your advantage. Practice your non-verbal skills and improve your verbal skills to be most efficient. Adapt these skills to function cross-culturally.

Learn the fundamentals of telephone services and how to handle calls effectively.

Understand performance management, how to hold performance planning meetings and appraise an employee’s performance, learn of different ways that performance can be improved.

Learn how customer relationship skills can build your success, how to deal with difficult people and job frustrations, save time by taking situations professionally, get more cooperation, train your boss as a customer, shortcuts for defining targets, make it easy for others to co-operate with you and how to build motivation with customer feedback.

Teaches you the fundamentals of call centre operations and technologies, how to motivate and monitor employees, managing employees and customers and how to communicate information to executives.

Learn your roles and responsibilities within the office, how to become an effective planner, different part of office etiquette, preventing sexual harassment, staffing the office, writing job descriptions and interviewing employees; Coaching and counselling, Improving productivity; Building successful teams and conducting effective meetings; Managing conflict and in the workplace.