Call & Contact Centre Operations

Programme outline

What you will study

• Contact centre structure, roles and channel strategy
• Call control, active listening and questioning technique
• Scripting, tone of voice and brand-consistent language
• First contact resolution and escalation paths
• Core metrics: AHT, FCR, abandonment, occupancy, adherence
• Quality assurance, call scoring and coaching conversations

What you will be able to do

• Handle high-volume contacts while holding quality standards
• Interpret and act on core contact centre metrics
• Coach an agent using recorded interactions and a scorecard

Assessment & certification

Participants are assessed against the programme standard rather than on attendance. Successful candidates receive a dated, verifiable KCSS certificate, and are eligible for our continuing professional development clinics and the annual service practitioners’ conference.

Who this is for

This programme is pitched at foundation to intermediate level. It suits people working in or moving into customer-facing roles across banking, telecoms, hospitality, health, retail, education and the public sector. It is also available as a closed in-house programme for organisations training eight or more people.