Leadership & Strategy · Professional · Corporate
CCCWLS
Call & Contact Centre Workshop
Leadership & Strategy
Professional level
10 Modules
40 Topics
Corporate
In-house or live virtual
Certification
Blue Ocean Academy certificate
CCCWLS
Choose your enrolment option
Tailored delivery for teams.
Talk to an Advisor
Blue Ocean AcademyCorporate training terms and scheduling policies apply
About the CCCWLS Program
A workshop for contact center teams and the supervisors who run them, covering call handling, quality, service recovery and the numbers that drive a center's performance. Participants practice call structure, difficult customer conversations, coaching and the use of service metrics to manage a shift. Delivered in-house at the client's premises or live virtual, the workshop is built around the client's own call types and service standards.
What You Will Learn
- Understand how contact center performance is measured
- Apply a clear structure to inbound calls
- Build rapport and control during customer conversations
- Implement service recovery for complaints and escalations
- Evaluate call quality against agreed standards
- Design coaching conversations that improve agent performance
- Measure service levels, handling time and customer outcomes
- Lead a shift using live performance data
What you take away
Skills You'll Build
Call handling
Service recovery
Quality monitoring
Agent coaching
Core Topics
Who Is This Program For?
Contact center agents
Handle calls with structure and confidence
Team leaders
Run a shift using live data
Quality monitoring staff
Score calls against consistent standards
Customer service managers
Raise service levels across the center
Escalation handlers
Recover service after serious complaints
Workforce planners
Match staffing to contact volumes
What's Included?
Delivery at your premises or live virtual for your team- Workshop built around your call types and service standards
- Participant workbook, call quality templates and digital materials
- Certificate of completion issued by Blue Ocean Academy
Blue Ocean Academy
Corporate training terms and scheduling policies apply
Course Outline
- Roles within the center
- Inbound, outbound and blended work
- Service level commitments
- What drives customer satisfaction
Every participant receives a Blue Ocean Academy certificate of completion
Choose How You Learn
Showcase Your Leadership & Strategy Expertise
Every participant receives a Blue Ocean Academy certificate that can be verified by their employer. Corporate clients receive a completion report for the whole cohort.
Digital Certificate
Verifiable Credential
Professional Recognition
Cohort Completion Report
Corporate training
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