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Roaya
عربي

Managing Call Centres Training Kit

  • 2 days
  • 4 sessions
  • 120 min / session
  • 8 hours in total
  • Intermediate level
  • Arabic

Description

A training kit on call centre management

Call centres are an increasingly important part of today's business world, employing millions of agents around the world and serving as a primary channel for handling customers for companies in many different industries. Call centres have been a fertile area for operations management researchers in many fields.

The concept of call centres

Call centres are defined as: integrated systems of people, processes, technologies and strategies, which allow access to information, resources and expertise through appropriate communication channels that enable interaction that creates value for both the customer and the organisation.

Call centre technologies

  • Speech recognition software to allow computers to handle the first level of customer support.

  • Text recognition and natural language processing software to allow improved customer handling.

  • Staff training through automatic adjustment of best practices from previous interactions.

  • Automation support and many other technologies to improve customer service representatives' productivity and customer satisfaction.

Objectives

  • Learning the basics of cybersecurity and its key concepts.
  • Discovering the importance of cybersecurity and its role in protecting information and systems.
  • Learning about the ethical issues related to cybersecurity.
  • Discussing the concept of cybersecurity leadership and the importance of staff training.
  • Acquiring skills in cybersecurity risk management and threat assessment.
  • Learning about the information security management system according to the ISO 27001 standard.
  • Understanding the nature of cybercrime and the mechanisms for combating it.

Who it's for

Call centre staff and supervisors, customer service teams, and anyone interested in customer relationship management.

Training sessions

  • Programme opening
  • Training video
  • What a "customer" is
  • Importance of caring for customers
  • What customer relationship management is
  • Importance and aims of a CRM system
  • Training activity
  • Stages and requirements for implementing a CRM system
  • Training activity

Version 1 — updated 16 October 2026

We keep the content up to date; every download gets the latest version.

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Frequently asked questions

Call centre staff and supervisors, customer service teams, and anyone interested in customer relationship management.

Files coming soon