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Call Centre Management Course (1 day)
Run a call centre that meets its service levels, keeps its good agents and reports results the executive team can act on.
Call centres lose agents fast. High turnover, abusive callers, rules that stop agents solving problems and service levels nobody can explain upward are management problems, not agent problems. This one-day call centre management course gives team leaders and managers a practical framework for running the floor: staffing to the call load, setting and meeting service levels, motivating and monitoring agents, keeping good people and reporting results to executives.
The day moves from the structure of the centre to its people and its numbers. Managers look at how the centre is set up and the technology that runs it, then at forecasting call volumes and scheduling staff to meet them. The middle of the day covers motivating, monitoring and coaching agents, reducing turnover, managing stress and giving agents the authority to resolve customer problems on the first call. The last part covers service levels and quality, reading the reports to find the real cause of poor results, and presenting performance to executives in terms they act on.
Exercises use your own centre's figures and reports where you can share them, and each manager leaves with an action plan for their centre.
Why this course
For your organisation
- Service levels the business can predict and explain
- Lower agent turnover and recruitment cost
- More customer problems resolved on the first call
- Executive reports that lead to decisions
For your delegates
- A practical framework for running the floor
- Tools for scheduling, monitoring and coaching agents
- Ways to keep good agents and support stressed ones
- A simple structure for reporting to executives
What delegates will be able to do
- Explain how the centre's structure, roles and technology support the service it delivers
- Forecast the call load and plan staffing and schedules to meet it
- Set realistic service levels and quality standards with your team
- Monitor agent performance fairly and give useful coaching feedback
- Motivate agents and reduce avoidable turnover and absenteeism
- Recognise agent stress and put practical support in place
- Give agents the authority and tools to resolve customer problems on the first call
- Read contact centre reports and present the key messages to executives
Who should attend
Call centre and contact centre managers, team leaders, supervisors, quality and workforce planning staff, and senior agents being prepared for a leadership role. It also suits operations and customer experience managers who have a call centre reporting to them.
Course outline
Day 1 – Running a high-performing call centre
Call centre fundamentals
- The role of the call centre in the business
- Inbound, outbound and blended centres
- Roles and structure: agents, team leaders, quality and workforce planning
- Setting up or reviewing a centre: process, people and space
Technology, call load and staffing
- Telephony, CRM and knowledge tools
- Forecasting call volumes and peaks
- Staffing and scheduling to the call load
- Continuity planning for load-shedding and system outages
- Call recording and customer information under POPIA, as general guidance and not legal advice
Motivating and monitoring agents
- What motivates agents beyond pay
- Communicating with the floor: huddles and one-on-ones
- Monitoring tools: call listening, quality scorecards and dashboards
- Fair performance evaluation and coaching feedback
Managing and keeping your people
- Why agents leave and how to reduce turnover
- Recognising and managing agent stress
- Training and onboarding new agents
- Giving agents the authority to solve customer problems
- Supporting agents after abusive calls
Customers and service levels
- Understanding customer expectations
- Managing customer relationships through the centre
- Setting service levels and quality standards
- Achieving service levels: queue management and first-call resolution
- Analysing reports to find the root cause of poor results
Reporting to executives and action plan
- What information executives need
- Turning data into a short, decision-ready report
- Presenting results, risks and requests
- Action plan for your centre and evaluation
How it is delivered
One day, 08:30-16:00. In person at your offices anywhere in South Africa, at a BOTI venue, or live online. One delegate or a group of up to 20. Workbook, planning templates and an action plan included. We deliver it at your offices in Johannesburg, Pretoria, Durban, Cape Town and anywhere else in South Africa, at a BOTI venue in Johannesburg, or live online for teams in different places.
What our clients say
★★★★★ 4.8 on Google from 790+ reviews · word-for-word quotes from signed letters of reference, from clients on this and/or related BOTI courses
“…the general feedback received was that the course was very informative and participative. The training and the facilitator was of a high quality. We highly recommend BOTI for training services.”
“The sessions … were exceptionally well-organized and seamlessly integrated into our schedule. We were highly impressed by the calibre of the training and the deep expertise demonstrated by the facilitator.”
“BOTi has consistently and expertly delivered quality training services in respect of our Soft Skills requirements. We feel confident in recommending BOTI as a training services provider par excellence.”
Frequently asked questions
Can you run this course at our offices?
Yes. Most groups are trained at the client's premises anywhere in South Africa; we can also host it at a BOTI venue or deliver it live online.
How many people can attend?
From one delegate to groups of 20. The price per delegate drops as the group grows – see the price table, or ask us for a quote.
Is it accredited?
No – it is a non-accredited short course and delegates receive a BOTI certificate of attendance.
Is this course for agents or for managers?
For managers, team leaders and supervisors. Agents get the most from the two-day Call Centre and Customer Service Training, which covers telephone skills, phone sales and difficult callers.
Can we work on our own centre's figures?
Yes. Bring recent service level, quality and staffing reports and the exercises use them; nothing leaves the room.
Can you run this course in Johannesburg, Cape Town or Durban?
Yes. We train on site at your offices in Johannesburg, Pretoria, Durban, Cape Town and across South Africa, at a BOTI venue in Johannesburg, or live online so a team spread over several offices can attend together.
Related courses
Ask a consultant for a written quote
A BOTI consultant emails you a written quote, usually within 15 minutes (Mon–Fri, 08:00–17:00). After hours, we reply on the next working day. To speak to someone now, call 011 882 8853.
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