Call Centre Management: Comprehensive Professional Program
Overview
Call Centre Management: Comprehensive Professional Program helps commercial teams understand customers, win and keep business, and measure what their marketing and service efforts deliver. Over ten days it covers the full scope of the subject, from fundamentals to advanced practice, and ends with a workplace-based capstone project.
What you will be able to do
- Master Call Centre Management from fundamentals to advanced practice.
- Apply service standards and customer journeys, handling objections and complaints and digital tools and CRM in integrated case studies.
- Design an improvement program covering customer insight and segmentation and value proposition and positioning.
- Assess risk, cost and performance with recognised indicators.
- Complete a capstone project based on your own workplace.
- Present recommendations to management with confidence.
Who should attend
- Specialists and supervisors preparing to lead the function
- Sales and marketing professionals
- Customer service and call centre staff
- Business development managers
- Communication and PR teams
Daily outline
- Day 1Introduction to Call Centre Management: concepts, terminology and standards
- Day 2Service standards and customer journeys
- Day 3Handling objections and complaints
- Day 4Digital tools and CRM
- Day 5Measuring results and ROI
- Day 6Customer insight and segmentation
- Day 7Value proposition and positioning
- Day 8Channels, campaigns and content
- Day 9Sales process and pipeline
- Day 10Capstone project presentations and final assessment
Sessions 2027–2030
| Dates | City | Fee | Register |
|---|---|---|---|
| 21 March – 1 April 2027 | KBRAl Khobar | $8,500 | Register |
| 6–17 September 2027 | LONLondon | $8,500 | Register |
| 13–17 December 2027 | WEB Online | $4,500 | Register |
| 24 January – 4 February 2028 | LONLondon | $8,500 | Register |
| 23 July – 3 August 2028 | RUHRiyadh | $8,500 | Register |
| 16–20 October 2028 | WEB Online | $4,500 | Register |
| 22–26 January 2029 | WEB Online | $4,500 | Register |
| 8–19 April 2029 | JEDJeddah | $8,500 | Register |
| 28 October – 8 November 2029 | DOHDoha | $8,500 | Register |
| 21–25 January 2030 | WEB Online | $4,500 | Register |
| 21 April – 2 May 2030 | MCTMuscat | $8,500 | Register |
| 14–25 October 2030 | DXBDubai | $8,500 | Register |
The Call Centre Management series
Frequently asked questions
How much does Call Centre Management: Comprehensive Professional Program cost?
For the 10-day program the fee is US$4,500 per participant online or US$8,500 in the classroom.
Where and when is the course held?
Sessions run from 2027 to 2030 in Al Khobar, London, Riyadh, Jeddah, Doha, Muscat and Dubai, and live online. See the session table above for exact dates.
What certificate will I receive?
Participants who complete the course receive an SGT certificate of completion showing the training hours.
In which language is the course delivered?
Sessions are delivered in English or Arabic. Tell us your preferred language when you register.
Can SGT deliver this course in-house?
Yes. For groups we deliver the course at your premises in any city, with content adapted to your equipment and procedures.
How do I register?
Send the course name, city and dates on WhatsApp to +20 106 597 6553. We reply with booking confirmation and registration steps.