Call Center Management Training

Sales & Marketing · 5 Days · Public · Al-Khobraa certified · From USD 3,900

Overview

The fundamental principles of contact center management that equip call center management professionals to build exceptional operations and careers. Advance the success of your call center and achieve your professional career goals with a solid foundation in planning and managing an exceptional call center.

Learning Objectives

• Key contact center management principles and practices
• Terms, definitions, and requirements of successful contact center management
• Formulating a plan using the content and tools provided to make positive improvements in your workplace
• Tips for reducing contact center costs and improving your bottom line
• How to meet service levels consistently and measurably
• How to forecast the workload and create schedules that meet the needs of customers and employees
• Strategies for improving performance by choosing the right metrics and goals
• Establishing contingency plans for unexpected traffic peaks

Who Should Attend

This course is designed for professionals working in sales and marketing, as well as those whose responsibilities require a stronger practical grasp of the subject and its application within their organisation.

• Professionals in Sales & Marketing
• Sales, marketing and business development staff
• Account and commercial managers

Course Outline

Day 1 — The Dynamic Contact Center Profession

• Definition of a contact center
• Three levels of value for a contact center
• The customer access strategy
• The contact center profession

Day 2 — The Planning and Management Process

• 3 driving forces in the contact center
• 9 step planning and management process
• Service level vs. response time, and guidelines for setting each
• Sources of planning data

Day 3 — Effective Real-Time Management and Recovery

• The moment-by-moment reality of staffing
• 3 key principles for real-time management
• Guidelines for monitoring real-time information
• Developing plans to react in advance

Day 4 — Improving Quality and Productivity

• 7 important quality principles
• Key customer expectations
• The relationship between service level and quality
• Characteristics of a quality interaction

Day 5 — Summary and Next Steps

• Characteristics of leading centers
• The importance of every person
• Tips for personal professional development

Accreditation

Al-Khobraa certified. On completion delegates receive an Al-Khobraa certificate of achievement.

Dates & Venues

Dates	Venue	Delivery	Duration	Fee (USD)
4–8 October 2026	Dubai, UAE	Public	5 days	3,900

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Frequently Asked Questions

What do Al-Khobraa sales and marketing courses cover?

The portfolio covers digital marketing, search engine optimisation (SEO) and social media, brand and product management, marketing strategy and research, B2B and key account selling, sales management, and commercial negotiation — with practical exercises on delegates’ own markets.

Who should attend a sales and marketing course?

These courses suit sales representatives and account managers, sales and commercial managers, marketing officers and brand managers, digital and social media specialists, business development staff, and technical professionals moving into customer-facing roles.

How long are sales and marketing courses, and where are they held?

Most Al-Khobraa sales and marketing courses run over 5 days. The exact duration, dates and city for this course are listed in the dates section on this page. Public sessions run across Saudi Arabia — Riyadh, Jeddah, Al-Khobar, Jubail and Yanbu — as well as regional and international venues, with live virtual classrooms available on request.

What certificate will I receive?

Delegates who complete the course receive an Al-Khobraa certificate of completion, issued by a Saudi-registered training provider. Al-Khobraa also delivers internationally accredited programmes; where a course carries an external awarding body such as PMI, CIPS, ILM or IOSH, that body is named on the course's own page.

Can sales and marketing training be delivered in-house for our team?

Yes. Any Al-Khobraa sales and marketing course can be delivered in-house at your own premises anywhere in Saudi Arabia or the GCC, with the content, dates and language of delivery tailored to your team. Al-Khobraa is an approved HRDF (Hadaf) provider, so eligible Saudi employers can seek training support. Contact us for a quotation.

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