This course is an overview of inbound and outbound call centres, managerial roles, and technologies that affect call centres. Learn how to establish a call centre, identify the call centre managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call centre’s performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives.


Course content includes but is not limited to:

  • How to compile a business plan for a call centre
  • Marketing strategy
  • Ethical leadership, decision-making and organizations
  • Cold calling techniques
  • Customer service
  • Performance appraisals
  • Maslow’s hierarchy of needs
  • Negotiation skills training


There are no prior learning requirements for this course. There are also no exams, assignment based.


Courses available:

CTA Higher Certificate                                       (Course Code: CCM01H)

CTA Diploma                                                    (Course Code: CCM01D)