Call Centre Management

R5 008.50

This course is designed for candidates that are interested in managing a call centre. Learn the skills for hiring, training, coaching, and leading call centre representatives as they provide support for customers. This course equips successful candidates to answer representatives’ questions, guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by the agents.

Global learning Distance learning
Clock Start anytime
Calendar Study duration (Months)
Courier Study material & shipping
People Dedicated support team
Certificate Certified by Optimi College

Course code: C01035



Customer Satisfaction

Clearing the Barriers
Building the Foundation
Using the Tools


Call Centre Management

Call Centre Fundamentals
Call Centre Technology
Employee Motivation and Monitoring
Employee Management
Customer Management
Managing for Excellent Service
Communicating Information to Executives


Managing Performance

Understand Performance Management
Performance Planning Meeting
Appraising Employee’s Performance
Legal Appraisal
Performance Improvements


Customer Relationship Management

Customer Loyalty
CRM Basics
Preparations for CRM
CRM Implementation
eCRM Customisation and Goals 

The ability to read and write in English.

Learners must be at least 16 years of age.



Course type: Short course

Certification: Certificate confirming course completion.

Certification issued by: Optimi College

Completed assignments are uploaded to the Optimi College Online Classroom for marking by our assessor.

Course fee: R5 008.50

DepositR1 755.60

Monthly instalment: R542.15

Payment duration: 6 months

Study duration: 8 months

Dedicated support team

We understand that students may require guidance and support to navigate the learning journey, and our Client Services team is always ready to assist them in every possible way. Our team is readily available during office hours and can be contacted via email, phone, WhatsApp and social media.

Orientation session

The virtual orientation session will set you up for academic success and assist you in your transition to distance and digital learning at Optimi College. The aim of this session is to give you information about your course and also answer frequently asked questions.

Online classroom access

The Online Classroom is easily accessible from you cell phone or PC. You have access to a range of resources and facilities, designed to support your learning journey. You can also submit assignments on the Online Classroom. Managing your assignments is simple, fast, and reliable.

Study material and courier delivery included

Our study material and textbooks are included in the total course fee, so you do not have to worry about sourcing your own textbooks. We will send you all the necessary study material to complete the course. Material is sent via courier, at no additional charge when you reside in South Africa!