Fundamentals of Contact Centre Management

Learning Level: Manager

Format: 3 Hours

Delivery: Virtual

Stepping into contact centre management can feel overwhelming. This practical course gives you the knowledge, confidence and operational understanding to move beyond firefighting and lead with greater clarity, consistency and impact.

Many contact centre managers are promoted because they’re great at delivering results, solving problems or leading teams. The challenge is that the role quickly becomes much bigger than any single area of expertise. You’re expected to balance customer experience, colleague engagement, operational performance, quality, compliance and business priorities, often without having received formal development in how it all fits together.

This course provides a practical foundation in modern contact centre management, helping you understand the operation as a connected system rather than a collection of separate functions. You’ll explore how customer experience, workforce planning, quality assurance, technology and performance measures influence one another and why leadership decisions in one area can have unintended consequences elsewhere.

Through interactive discussions, practical activities and real contact centre examples, you’ll develop a stronger understanding of the operational levers that drive success. Rather than simply focusing on metrics, you’ll learn how to interpret what those measures are telling you and how to make better decisions that support customers, colleagues and the wider organisation.

Ideal for those new to management or preparing for greater responsibility, the course helps you build the leadership mindset, behaviours and skills needed to create a climate of success. You’ll leave with a clearer blueprint for success, greater confidence in your role and practical approaches you can apply immediately within your own operation.

Course content

Modern contact centres Understand operating models, structures, customer expectations and the key functions supporting delivery.

Performance drivers Explore service, productivity, quality and customer measures that shape business outcomes.

Interpreting metrics Learn how measures of success connect and influence operational decision-making.

Leadership responsibilities Understand how visible leadership drives engagement, accountability and team performance.

Coaching-led management Discover approaches that build confidence, capability and consistent operational results.

Creating accountability Learn how accountable conversations strengthen ownership, trust and performance improvement.

Operational connections Explore relationships between planning, quality, technology and customer experience activities.

Continuous improvement Identify opportunities to move beyond firefighting and improve operational effectiveness.

Prioritisation skills Build confidence in making decisions aligned to customer, colleague and business needs.

Action planning Create a practical roadmap for continued growth as a contact centre manager.

Learning outcomes

Explain how the key functions of a contact centre work together.

Understand how leadership decisions influence customer, colleague and operational performance outcomes.

Identify the core responsibilities required for effective contact centre management.

Interpret operational measures and use insight to support stronger decision-making.

Recognise how workforce planning, quality and service delivery influence performance.

Develop leadership behaviours that engage your people and strengthen accountability.

Apply practical management principles confidently within your own operation.

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Who should attend?

New managers building confidence across contact centre operations.

What will you learn?

Lead performance, people and operations with greater confidence.

How much is it?

£375 +VAT, Members receive a 20% discount

Format Info

3 hour online workshop, using Zoom.

Group discount

Additional discounts available for group bookings

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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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Contact Us

0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited
5th Floor
16 Great Queen Street
Covent Garden
London
WC2B 5DG
CCMA LinkedIn

Reg No: 5799326