Essentials Courses

Call Design’s range of Essentials Training courses are designed to improve staff performance, hone management skills and optimise workforce processes. No course lasts more than three days, but that short time is used to its maximum potential.

Your Call Design consultant will pack in everything from how to effectively forecast and plan contact arrival patterns to setting challenging yet achievable KPIs, empowering staff and encouraging task ownership, coaching and providing feedback, as well as many more skills depending on the course.

Workforce Management Essentials

Learn the principles and practical skills that are essential for all workforce planning initiatives, including forecasting, scheduling, analysis and contingency planning.

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Workforce Management for Team Leaders

Often we ‘grow up’ in the contact centre and are promoted into leadership roles needing to interpret specialised, highly technical contact centre data into human terms. This course will teach team leaders what they need to know to understand basic workforce management.

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Back Office Essentials

Optimising your back office is vital for business success. The WFM Essentials for Back Office Operations course is designed to teach the best practices of workforce management in a back-office context, covering forecasting and planning through to scheduling and change management.

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Performance Management Essentials

Improve the performance of your agents by setting clear goals, empowering staff, encouraging ownership, evaluating and rewarding performance, and ensuring the next actions are clear.

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Quality Management Essentials

Discover where you, your company, and your customer experience can improve. You’ll learn how to form quality improvement goals, how to achieve these, and how to measure their success.

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Manager Essentials

Strong leadership is an important element of all business functions, no matter what the organisation is. It is particularly essential for driving successful teams. A shortfall in this skill set can be very detrimental to your team and your organisation as a whole. Call Design’s Manager Essentials Course teaches your team leaders the skills they need to be successful in their role.

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LET US FIND A COURSE THAT FITS YOUR NEEDS