Call Center Management: Advanced Level
Administration, Communication & Customer Service
Course overview
Call Center Management: Advanced Level is an advanced programme for experienced practitioners in Call Center Management. It covers the principles, the requirements of international service and communication best practice, and the practical methods used on site, with case studies from operations in the Gulf, Africa and worldwide. Available online, in the classroom in 60 cities, or in-house.
What participants will be able to do
- Explain the principles, terminology and scope of Call Center Management
- Apply the relevant requirements of international service and communication best practice
- Apply advanced analysis methods to real operating data
- Recognise common problems, risks and root causes and choose the right corrective action
- Prepare an improvement plan for their own site or organisation
Who should attend
Designed for administrative staff, executive assistants, marketing, sales and customer-facing teams with at least three years of experience.
Course outline (5 days)
- Day 1: Core principles revisitedFast review and recent changes in international service and communication best practice
- Day 2: Advanced analysis methodsDetailed techniques, data interpretation and calculations
- Day 3: Design and performance optimisationImproving reliability, efficiency and cost
- Day 4: Troubleshooting complex casesDiagnosing multi-cause problems from field data
- Day 5: Risk, decisions and integrationBuilding a risk-based plan and presenting recommendations
What the 10-day edition adds
- Day 6: Applied project, part 1Apply the week-one methods to a case from your organisation
- Day 7: Data and digital toolsSoftware, spreadsheets and digital tools used in practice
- Day 8: Lessons from incidents and auditsWhat investigations and audit findings teach
- Day 9: Applied project, part 2Complete, test and refine your solution
- Day 10: Presentations and final assessmentPresent to the group and complete the final assessment
Training method and certificate
Interactive sessions, practical exercises, case studies and pre- and post-course assessments. Participants receive a Qimma Global Training certificate of completion stating the training hours (30 hours for 5 days, 60 hours for 10 days). Delivered in English or Arabic.
Dates 2027–2030
None of these dates work? We run this course for your team on the date and in the place you choose.
| Dates | City | Duration | Fee | |
|---|---|---|---|---|
| 17–28 Jan 2027 | Salalah Classroom | 10 days | $9,900 | Register |
| 22–26 Feb 2027 | Prague Classroom | 5 days | $5,500 | Register |
| 15–26 Mar 2027 | Luanda Classroom | 10 days | $9,900 | Register |
| 30 Aug – 3 Sep 2027 | Singapore Classroom | 5 days | $5,500 | Register |
| 15–26 Nov 2027 | Online (live) Online (live) | 10 days | $5,500 | Register |
| 17–28 Jan 2028 | Prague Classroom | 10 days | $9,900 | Register |
| 21–25 Feb 2028 | Frankfurt Classroom | 5 days | $5,500 | Register |
| 3–14 Apr 2028 | Copenhagen Classroom | 10 days | $9,900 | Register |
| 24–28 Apr 2028 | Bangkok Classroom | 5 days | $5,500 | Register |
| 31 Jul – 11 Aug 2028 | Online (live) Online (live) | 10 days | $5,500 | Register |
| 15–26 Jan 2029 | Milan Classroom | 10 days | $9,900 | Register |
| 16–20 Apr 2029 | Stockholm Classroom | 5 days | $5,500 | Register |
| 4–15 Jun 2029 | Berlin Classroom | 10 days | $9,900 | Register |
| 1–5 Oct 2029 | Geneva Classroom | 5 days | $5,500 | Register |
| 19–30 Nov 2029 | Online (live) Online (live) | 10 days | $5,500 | Register |
| 14–25 Jan 2030 | Casablanca Classroom | 10 days | $9,900 | Register |
| 16–20 Jun 2030 | Alexandria Classroom | 5 days | $5,500 | Register |
| 23 Sep – 4 Oct 2030 | Zurich Classroom | 10 days | $9,900 | Register |
| 25–29 Nov 2030 | Houston Classroom | 5 days | $5,500 | Register |
| 2–13 Dec 2030 | Online (live) Online (live) | 10 days | $5,500 | Register |