Management & HR
Institutional Restructuring Training Kit
A kit on managing organisational change and crises, diagnosing institutional failure, and the concepts, reasons and methods of administrative and financial restructuring.
6 sessions
Call Centre Management Training Kit
- 3 days
- 6 sessions
- 120 min / session
- 12 hours in total
- Intermediate level
- Arabic
Description
The training kit focuses on developing call centre management skills, improving customer service quality, and employing modern technologies, which enhances the efficiency of operational processes and raises the level of customer satisfaction and institutional performance.
The importance of the trainer obtaining this training kit
It enables the trainer to present specialised training programmes in managing and operating call centres according to best practices.
It provides them with the knowledge and skills necessary to develop employees' performance and raise the quality of customer service.
It helps them train teams to use performance indicators and analyse their results to improve operational efficiency.
It enhances their ability to employ modern technologies in managing communications and customer service.
It enables them to design training activities that simulate the actual work environment and develop communication and professionalism skills.
It contributes to raising their professional efficiency in qualifying employees and call centre managers, improving productivity, enhancing customer satisfaction, and supporting the achievement of institutions' operational and competitive goals across various sectors.
Objectives
- Identifying the concept of call centres and their importance in supporting customer service and achieving institutions' goals.
- Applying best practices in managing call centre operations, in a way that contributes to raising service quality and performance efficiency.
- Employing human resource management, communication and marketing skills within the call centre environment to achieve an outstanding customer experience.
- Using modern technologies and performance indicators to improve operational processes, raise productivity, and enhance customer satisfaction.
Who it's for
Call centre managers and supervisors, customer-service staff, and quality officers.
Training sessions
- Training video
- Training activity
- What call centres are
- Call centre technologies
- Call centre services
- Training activity
- Features of call centres
- The importance of quality in call centre services
- The ISO 15838 customer contact centre management standard
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 managers and supervisors, customer-service staff, and quality officers.