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Call centre manager: Training

Training for call centre managers tends to be on the job and continues through all grades.

Training aims to provide managers with essential skills and knowledge related to the effective control of incoming/outgoing calls as well as planning development, resource allocation and staffing issues. Other areas covered by training include:

  • business strategy;
  • performance management;
  • work conditions and staff morale;
  • technical development and awareness;
  • legislative and cultural issues;
  • regulatory issues;
  • employment law and human resource (HR) issues;
  • planning and control;
  • budgeting.

The Call Centre Management Association (CCMA)  provides a number of recognised and approved training courses for call centre managers in various modes.

Universities and colleges offer postgraduate/vocational courses in areas relating to call/contact centre management. The University of Central Lancashire (UCLan) offers a Postgraduate Certificate or Diploma in Contact Centre Management. Suitable graduates/diplomates can continue on to earn a Masters degree.

The OCR Examinations Board offers NVQs at levels 1 to 4 in contact centre operations. City & Guilds also has NVQs up to level 4 for contact centre professionals and NVQs/SVQs in customer service up to level 3.

Masters/MBA courses in subjects such as performance management can contain relevant modules and thus be useful as a training tool. These courses may also be convenient as they are often available locally.

Written by AGCAS editors
August 2012

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