Call Center Management: Practical Workshop
Administration, Communication & Customer Service
Course overview
Call Center Management: Practical Workshop is a hands-on workshop built around exercises and real site problems in Call Center Management. It covers the principles, the requirements of international service and communication best practice, and the practical methods used on site, with case studies from operations in the Gulf, Africa and worldwide. Available online, in the classroom in 60 cities, or in-house.
What participants will be able to do
- Explain the principles, terminology and scope of Call Center Management
- Apply the relevant requirements of international service and communication best practice
- Use practical tools, checklists and calculations with confidence
- Recognise common problems, risks and root causes and choose the right corrective action
- Prepare an improvement plan for their own site or organisation
Who should attend
Designed for administrative staff, executive assistants, marketing, sales and customer-facing teams who want practice rather than theory.
Course outline (5 days)
- Day 1: Workshop briefing and baselineParticipants bring a real problem from their own site
- Day 2: Guided practice 1Hands-on exercises using templates, checklists and calculators
- Day 3: Guided practice 2Simulations and role-play based on Call Center Management scenarios
- Day 4: Field cases from the Gulf and AfricaAnalysing what went wrong and what worked
- Day 5: Action plan and peer reviewEach participant leaves with a reviewed improvement plan
What the 10-day edition adds
- Day 6: Applied project, part 1Apply the week-one methods to a case from your organisation
- Day 7: Data and digital toolsSoftware, spreadsheets and digital tools used in practice
- Day 8: Lessons from incidents and auditsWhat investigations and audit findings teach
- Day 9: Applied project, part 2Complete, test and refine your solution
- Day 10: Presentations and final assessmentPresent to the group and complete the final assessment
Training method and certificate
Interactive sessions, practical exercises, case studies and pre- and post-course assessments. Participants receive a Qimma Global Training certificate of completion stating the training hours (30 hours for 5 days, 60 hours for 10 days). Delivered in English or Arabic.
Dates 2027–2030
None of these dates work? We run this course for your team on the date and in the place you choose.
| Dates | City | Duration | Fee | |
|---|---|---|---|---|
| 20–24 Jun 2027 | Alexandria Classroom | 5 days | $5,500 | Register |
| 5–16 Jul 2027 | Tbilisi Classroom | 10 days | $9,900 | Register |
| 30 Aug – 3 Sep 2027 | Dubai Classroom | 5 days | $5,500 | Register |
| 19–30 Sep 2027 | Doha Classroom | 10 days | $9,900 | Register |
| 6–10 Dec 2027 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 20–24 Mar 2028 | Luanda Classroom | 5 days | $5,500 | Register |
| 9–20 Apr 2028 | Amman Classroom | 10 days | $9,900 | Register |
| 28 May – 1 Jun 2028 | Alexandria Classroom | 5 days | $5,500 | Register |
| 12–23 Jun 2028 | Cape Town Classroom | 10 days | $9,900 | Register |
| 24–28 Jul 2028 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 5–9 Feb 2029 | Vienna Classroom | 5 days | $5,500 | Register |
| 23 Jul – 3 Aug 2029 | Abu Dhabi Classroom | 10 days | $9,900 | Register |
| 17–21 Sep 2029 | Baku Classroom | 5 days | $5,500 | Register |
| 30 Sep – 11 Oct 2029 | Manama Classroom | 10 days | $9,900 | Register |
| 15–19 Oct 2029 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 18–22 Mar 2030 | Accra Classroom | 5 days | $5,500 | Register |
| 8–19 Jul 2030 | Toronto Classroom | 10 days | $9,900 | Register |
| 22–26 Jul 2030 | Houston Classroom | 5 days | $5,500 | Register |
| 28 Jul – 8 Aug 2030 | Cairo Classroom | 10 days | $9,900 | Register |
| 18–22 Nov 2030 | Online (live) Online (live) | 5 days | $3,000 | Register |