Call Center Management: Coursework Summary

Call center managers are involved in the deployment of call center personnel, operations and customer care. Coursework in call center management is usually taken as part of a complete certificate or degree program.

Essential Information

Call center management certificate and associate's degree programs are most often available at technical schools and community colleges. Students in a call center management program learn about the specific terminology and professional customer service practices used in call centers, as well as learn how to keep and motivate employees. Courses are usually also included that prepare students to provide training and manage all the business processes in a call center.

An associate's degree program often has additional business-related coursework in communications, marketing and business law. Students in both program types may participate in a cooperative education experience.

Here are common concepts covered in call center management courses:

  • Business software
  • Call center data
  • Communication skills
  • Supervisory skills
  • Motivation

List of Common Courses

Call Center Management Roles and Responsibilities Course

This introductory course should discuss the key attributes and skills found in effective call center personnel and management. Students are expected to learn call center and customer care terminology as well as basic call center operational information relating to telephone and Web-based customer care interfaces. Best practice support techniques and professional practices in customer relationship management are presented. Topics such as call center team motivation and employee retention strategies may be included.

Principles of Management Course

This general business course often focuses on management responsibilities and challenges, including establishing organization priorities and objectives, ensuring healthy organizational development and effectively addressing typical managerial situations. Challenges relating to managing the employee relationship are discussed, particularly relating to legal and ethical policies and practices.

Supervising and Training a Call Center Team Course

Successful call center management requires effective employee performance, often measured by achieving customer satisfaction while minimizing call center cost. Achieving the right balance requires skilled employees, ongoing training and performance metrics. This course covers employee skills assessment tools, new and existing employee training strategies, performance evaluation methodologies and process improvement techniques.

Customer Care Operations Management Course

This course presents call center management processes, including the role of planning and budgeting, facilities design and selection, facilities management and employee health and safety. Call center technology is reviewed, including major systems used and disaster recovery contingencies. Data collection techniques and tools to create facility efficiencies and improve employee productivity are discussed, including automating various aspects of the customer care process.

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