Call Centre Training

The Call Center School Bookstore

Shop online for Call Center management books to help managers, team leaders and supervisors with all aspects of Call Centre operations and best practice Workforce Management technique

Education Services

Call Design believes that education and training are critical to the success of any contact centre. We are committed to meeting your training and ongoing educational requirements by offering a wide range of training and consultative services that can be delivered in whatever medium fits your needs.

We provide traditional classroom training via public seminars as well as private on-site programs. Our courses are designed to help you maximize learning and apply what you've learned to your own environment. Training is delivered by our highly qualified consultants to small groups using a combination of both theory and hands on activities.

Product Training

Call Design offers product specific training on the following:

Aspect® eWorkforce Management™ + all additional modules

Aspect® Unified IP™

Aspect® Call Center™

Aspect® Call Center™ Historical Reporting

eTalk Qfiniti + all additional modules

Call Design VQ Product Suite

For further information relating to your product training requirements contact info@calldesign.com.au

The Call Center School - (TCCS)

Call Design has partnered with The Call Center School to offer some of these award winning courses in the Asia Pacific region.

The Call Center School is dedicated to the professional development of individuals in the contact centre industry. Training programs are designed to fit the needs of supervisors and team leaders, managers and directors, workforce planners and quality specialists.
Students who attend these seminars are eligible to take the TCCS Mastery Exam to earn certification. Students achieving an 80% pass mark or higher on the exam will receive The Call Center School certification.

Training dates for 2009

The Call Center School Training Series

WFM 1,2,3

This course is not specific to any workforce management tool. It teaches the basic workforce management fundamentals that are essential for all workforce planners to know and understand. Topics include how to forecast, including a look at data collection/interpretation and recommended forecasting techniques, steps for calculating staff requirements, and best practices in scheduling staff and meeting daily service goals. This seminar is designed around case study problems that cover typical forecasting and scheduling scenarios, and the complications of skill-based routing, emails, and outbound calling. Course Details

Melbourne 7-8 October

Perth 14-15 October

Sydney 22-23 October

Melbourne 18-19 November

NZ 30-1st Dec

Brisbane 10-11 Dec

Cost $1850.00 ex GST Per Person

Register

The Dynamics of Call Centre Performance

This seminar is a must-attend class for every call centre manager or operations specialist. Four key areas of performance are discussed, with a 'how-to' blueprint of steps and processes to follow for outstanding operational success. The seminar covers the basic components of workforce management, performance measurement and reporting, performance review and coaching, and measuring and improving performance with customers. Course Details

Course dates available on request

Cost $1850.00 ex GST Per Person

Register

Technical Product Training Aspect® eWorkforce Management™

Forecasting, Scheduling and Tracking

This five-day course is an introduction for existing Call Design customers, who have users new to Aspect eWorkforce Management 7.1 and teaches the basics of effectively using the software to maximize staffing resources. The course begins with basic Forecasting and understanding historical patterns before moving on to basic Scheduling and Tracking. Course Detail

Course dates available on request

Register