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World of Call Centres

Course Outline Register Now
$375 October 26, 2016 @ 10:00 am - 11:30 am

World of Call Centres: An Operational Overview

For staff to perform to their maximum potential, it’s important for each person to understand the context in which their job is performed. In this seminar, frontline staff will learn all about call centre operations and where they fit in the big picture of service and operations. Learn about the demographics of call centres today and how the profession has expanded. Explore the most important call centre operational functions and hear about the “what” and “why” of call centre performance expectations.

 Seminar attendees will learn to:

  • Describe the current call centre profession and its many career possibilities.
  • Describe the various types of call centres and their purposes.
  • Outline the eight basic operational functions of a call centre
  • Identify the most common call centre performance measures and how it impacts individual expectations.
  • Identity the single most important actions agents can take to contribute to call centre operations in a positive way.

Facilitated by: Giles Potter, Director, Great Outcomes

Giles is a speaker, author and experienced Consultant, who has been providing training and development guidance for over 11 years, after holding senior roles in the financial services industry.  As a Consultant, Giles has worked with Executive leaders in many of New Zealand’s government agencies and multinational corporations.

Seminar Access:

Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.

Web Seminar Cost:  The cost of your first connection is $375 + GST An unlimited number of students may attend via a single web/audio connection.


Attend the nine core sessions in the Frontline Fundamentals Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.

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