January 21, 2020

« All Events

Contact Centre Management Course

April 16 @ 9:00 am - April 17 @ 5:00 pm


Fast-track your call centre management skills!

This comprehensive two-day course delivers global best-practice contact centre strategies to improve the performance of your contact centre operations.

We’ve again secured Daniel Ord, from OmniTouch International to bring this unique training course back to Australia. Daniel is a world leader when it comes to contact centre training and he brings his wealth of experience and extensive qualifications to show you how you can transform your own operations regardless of the industry or size.

100% of last years course participants in Melbourne said they would recommend the course to other colleagues and it also ranked 100% for value, content and delivery.

Not only will you learn the leading strategies to empower your team to generate more sales and /or enhance customer satisfaction, but you’ll be equipped with the practical skills you need to implement everything that you learn.

This is not a theoretical course – it will provide you with real skills and knowledge you can implement effectively into your contact centre to improve performance. 

 Learn How To: 

Whether you or your team simply need some fresh ideas to enhance your performance – or if you are wishing to embark on a complete overhaul of your contact centre operations, this course will provide you with the tools you need!

  • Learn how to implement a Customer Service Vision, manage quality and conduct effective coaching.
  • Learn how to forecasting & staff workload to maximise efficiency.
  • Learn how to calculate and manage call centre budgets.
  • Learn how to effectively measure staff performance.
  • Understand key metrics, how they work and which ones to use in your centre.

 Who should do this course? 

This course will benefit anyone who wants to understand the fundamentals that apply to all inbound contact centres including roles such as:

  • An existing Team Leader who is preparing to move into a more senior role.
  • An existing contact centre manager who is looking to learn best-practice operations.
  • A newcomer to contact centre management.
  • A senior executive with accountability for the contact centre channel who needs to learn the key fundamentals to enable them to effectively manage the channel.

 What you’ll learn: 

Over the course of two days, you’re going to learn leading contact centre management practices supported by quizzes, exercises and discussions in a fun, supportive environment.

The course is designed to help you develop superior mastery of this often complex and misunderstood area.

This course will bring you global best practice honed with decades of experience and is based around five powerful modules, which you can immediately implement the moment you return to your call centre.

 You’ll learn 5 Powerful Modules 

The course is built on five powerful modules that will arm you with the fundamental skills you need to manage a successful contact centre operations regardless of the industry vertical or size of your contact centre.

The learning modules include:

1. Contact Centre University

University is a higher learning facility where optimal learning occurs, much like this module we capture all aspects of calculating labour budgets through to analysing delay profiles.  You leave this section with a solid understanding of how to articulate the Contact Centre complexities to both senior management and your own Team Members.

2. Forecasting & staffing

Forecasting & Staffing practices matter – whether you’re a new 5 seats Centre or a long-term 300+ seats Centre.  So we cover forecasting, staff calculations, shrinkage and all the ‘math’ you need to understand to put the right number of people in the right place at the right time.  It’s not only fun, it’s fascinating!

3. Customer Wait Time

A thorough review of Service Level, Wait Time metrics and what success looks like for your Centre.  Service Level, Abandonment Rate, Response Time, Average Speed of Answer and Longest Wait Time are highly interrelated but often misunderstood.  We even cover how to read the ‘readerboard’ so that everyone knows when to ‘react’ to changes on the floor and when everything is fine and in order.

4. Measuring Staff Performance

We define how to measure Staff performance – at all levels.  Quality, First Contact Resolution, Occupancy, Adherence to Schedule, Average Handling Time.  We define the right way to measure both productivity & quality at the Agent level, the Team Leader level and the Management level.  You’ll know exactly ‘who’ to hold accountable for ‘what’ in the Centre.

5. The Team Leader Role

Learn about the most important role in the contact centre – the Team Leader. Cover things like key roles & responsibilities, skill requirements and more.

 What you’ll leave with 

We know that when you invest time and money on upgrading your skills at this level, you expect massive results!

If you’re looking for ways to maximise efficiency, staff performance and to start seeing a tangible increase in results when it comes to your contact centre performance, this course can do just that.

Learn how to increase productivity, improve your employee engagement and of course, improve the customer experience to gain that elusive competitive edge in your marketplace.

You will also:

  • Unlock the complete forecasting & staffing process including how to calculate a labour budget.
  • Learn exactly which metrics matter the most for each role in your centre.
  • Understand the interrelationships between key metrics and how to interpret results.
  • Learn where the leverage is to enhance efficiency and quality.
  • Understand the job role and expected outcomes of the team leader and quality assurance roles.
  • Learn how and when to implement self-coaching practices.
  • Be in a position to guide others in their contact centre work.
  • Develop new confidence!

 About your trainer 

Your trainer over the course of the two days is Daniel Ord from OmniTouch International, one of, if not the leading, contact centres trainers in the world with his courses regularly selling out across the globe.

Daniel Ord – Leading Global Call Centre Trainer

Daniel Ord call centre trainer

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading contact centre publications and he has been a regular visitor to Australia for over 20 years.

Participants consistently rank Daniel as the best trainer they’ve had with incredible subject matter expertise, excellent storytelling with real-world examples and of course, a great sense of humour so you’ll have some fun while you learn!

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.

Like to get a feel for Dan’s style? Read some of Dan’s articles on CX Central, listen to some Podcasts on the CX Hustle or check out his profile on LinkedIn.

 Video Highlights from 2019 Class 

Whilst we think our course is pretty special, nothing beats hearing from participants themselves. The video below contains some short testimonials from participants in our 2019 course held in Melbourne.

Previous Course Participant Testimonials:

“It’s the course that anyone who manages a contact centre, no matter how big or small, should attend. You won’t be disappointed”.

“An eye-opener which will helped me manage the Call Centre better with the right systems in place.”

“Daniel was an expert communicator in what can be a complex topic.”

“A very practical approach based on extensive knowledge & experience to empower best practice in inbound contact centre operations.”

“As a new Manager, this was a fantastic affirmation of the direction I am headed in. Daniel was professional and engaging and has given me the tools to improve the experience at our organisation.”

“All great topics and learnings – I got many great things out of everything that was covered.”

“Fantastic program clearly addressing the subject matter. Super energy maintained right through the program. Keep it up!!”

 What’s included? 

Your ticket includes:

  • Two full days of training with the best contact centre trainer in the world!
  • All course takeaways (workbooks, call centre calculators etc).
  • Full catering with morning tea, buffet lunch and afternoon tea.
  • A great opportunity to network with other contact centre professionals.

 About the Venue 

For those travelling interstate, the Pullman Melbourne on the Park provides discounted accommodation or you can stay nearby in Melbourne CBD and its just a short stroll through the beautiful gardens to the hotel (and across the road from the MCG!).

Public transport is just across the road (Jolimont train station) and there is discounted parking if you are planning to drive.


Save $400 with our Early Bird rate of $2,095 available until 29 February 2020. Normal price is $2,495. You can book instantly with a credit card or request an invoice – just visit our CX skills website for more information.



April 16 @ 9:00 am
April 17 @ 5:00 pm
Event Category:
Booking Website/URL:


CX Skills
+61 3 9008 7287


Suitable for:
Team Leaders, Managers, Executives
Start Time
Multiple days


Pullman Melbourne on the Park
192 Wellington Parade
+ Google Map
+61 3 9419 20000

Thanks to our gold sponsors

livepro logo are 2019 gold sponsors of CX Central Enghouse Interactive are 2019 Gold Sponsors on CX Central Knosys are 2019 Gold sponsors on CX Central