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. There is also a rolling list of training events.

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

OCR Examinations Board offers NVQs at levels three to five for call centre professionals. City & Guilds also has NVQs up to level four for contact centre professionals and NVQs/SVQs in customer service up to level four.

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.