What is the Certificate Program?

The certificate program is a 5-course training program that is designed to prepare Managers, Supervisors and high-potential CSRs for Call Centre Leadership roles.

In many cases, Contact Centre management knowledge is gained through a "trial and error" process (on the job experience, ad-hoc conferences, etc.). The Certificate program fast-forwards this learning. Getting the right information (best practices) at the right time will help avoid mistakes and poor choices.

Anyone can attend any course, in any order. No testing is involved. Anyone who completes all five courses in the program will receive the Certificate of Technical Expertise in Contact Centre Management from the Institute for Contact Professionals.

Any course can be run in-house at your own Call Centre for more than 10 students.

Meet the Faculty

See the Syllabus (.PDF file)