Call Centre Management


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.

Deposit : R1,672.00

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 Mode of delivery: Distance learning
Customer Satisfaction
Call Centre Management
Managing Performance
Customer Relationship Management

Subject breakdown

Customer Satisfaction
Clearing the Barriers
Building the Foundation
Using the ToolsCall 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 customization and goals 


Course starting dates: You can register and start studying this course at any time as registration is open all year round.

Admission requirements:

Grade 10

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




Assessment information

Online Assessments






Course fee: R4,770.00

Course DepositR1,672.00

Monthly instalment option: R516.33

Payment duration: 6 Months

Study duration: 8 Months

 Online Classroom Access Dedicated Client Engagement Support
Study Material and Courier Delivery Included
 Tutor Support

Call Centre Management

Deposit : R1,672.00