01 · Who Should Attend
Who Should Attend
Professionals, specialists, supervisors and managers whose responsibilities involve call center management or who need to build practical capability in this area.
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Call Center Management
An applied five-day programme focused specifically on Call Center Management.
Programme at a glance
ReferenceCS-005
Duration5 days
LevelProfessional
Learning topics20
This five-day Kaizen European Academy programme is dedicated specifically to Call Center Management. It develops practical capability in Call Center through structured explanation, applied tools, realistic scenarios and guided workshops. Participants move from core concepts to hands-on application, performance control and an implementation plan that can be transferred directly to their workplace.
Explain the essential concepts, terminology and professional context of Call Center Management.
Apply the principal methods and tools used in Call Center Management.
Analyse realistic situations and make evidence-based decisions related to Call Center Management.
Evaluate performance, risk and control requirements in Call Center Management.
Develop a practical implementation or improvement plan for Call Center Management.
02 · Programme Methodology
Programme Methodology
Instructor-led explanation, facilitated discussion, subject-specific case studies, practical templates, individual and group exercises, simulations or technical scenarios where appropriate, peer review and a final implementation workshop.
03 · Learning Outcomes
Learning Outcomes
Explain the essential concepts, terminology and professional context of Call Center Management. Apply the principal methods and tools used in Call Center Management. Analyse realistic situations and make evidence-based decisions related to Call Center Management. Evaluate performance, risk and control requirements in Call Center Management. Develop a practical implementation or improvement plan for Call Center Management.
04 · Prerequisites
Prerequisites
No formal prerequisite is required. Relevant professional experience is helpful; technical courses may assume basic familiarity with the operating environment.
Day
01
Module 1
Call Center Management: Foundations and Operating Context
Scope, terminology and professional context of Call Center Management
Current practices and emerging trends in Call Center Management
Roles, responsibilities and stakeholder expectations in Call Center Management
Diagnostic assessment of current Call Center Management practices
Day
02
Module 2
Core Methods and Tools for Call Center Management
customer expectations
service standards
communication
listening
Day
03
Module 3
Applied Practice in Call Center Management
empathy
complaints
service recovery
difficult customers
Day
04
Module 4
Performance, Risk and Control in Call Center Management
contact centres
CRM
journey mapping
service quality
Day
05
Module 5
Call Center Management: Integrated Workshop and Implementation
customer satisfaction
loyalty
service KPIs
coaching
Live learning calendar
Request a private session →Upcoming dates for this programme
Choose one of the next planned European dates, or create a private delivery around your own schedule.
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Create your private learning experience
No public date is currently displayed for this programme. Choose the programme, preferred city and approximate dates. We will organise the venue, trainer and delivery format around your requirements.
Choose your learning destination
European training destinations
This programme can be scheduled across our European training destinations. Venue and trainer are confirmed separately for each session.
39cities
20countries
Final venue, dates and trainer are confirmed when the session is scheduled.
KAIZEN EUROPEAN ACADEMY