Contact Centre Management Program

What is the Contact Centre Management Program?

The Certificate program is a series of five hands-on workshops that prepare Managers, Supervisors and high-potential CSRs for Call Centre Leadership roles.

Participants who successfully complete the program receive the Certificate of Technical Expertise in Contact Centre Management. Students can complete workshops in any order, and no testing is required.

Courses are all-Canadian with Canadian teachers and Canadian content. Workshops are offered through the Institute for Contact Professionals (ICP), the training arm of the CPA.

Benefits of Attending

Whether you are new to the Call Centre business or have years of experience, participating in training with CPA will:

• broaden and deepen your skills and improve your confidence as a current or future Call Centre Leader.
• help you to understand the "whys" of Call Centre people, process and technology.
• give you greater professional credibility, and allow you to apply this knowledge with confidence when mentoring others.
• provide Canadian Best Practices from experienced Call Centre professionals.
• give you time to learn about operational areas that you may not spend much time with, and consolidate your understanding of all the issues that are required for successful Call Centre strategy and leadership.
• show your commitment to professional excellence and to the Call Centre industry. Credentials bring a higher level of credibility and recognition to you personally, and to the company you work for.
• help teams of people within the same Call Centre (or the same organization) to communicate and collaborate based on a common understanding of industry recognized Best Practices.