PCT-PC-025 · Professional Certificate Programme · School of Hospitality, Tourism & Customer Service

Call Center Management

Develop call-centre supervision and management skills across service standards, call handling, staffing, coaching, quality assurance, complaints, reporting and performance improvement.

2 Months DurationIntermediate LevelOnline / Self-Paced FormatPloutos Certificate of Completion Award

Course overview

Develop call-centre supervision and management skills across service standards, call handling, staffing, coaching, quality assurance, complaints, reporting and performance improvement.

What you will learn

Design and monitor practical call-handling standards
Plan staffing and daily call-centre workflows
Coach agents and review service quality
Track KPIs and resolve escalated customer issues
Use reports to improve productivity and customer experience

Programme structure

This programme includes 8 structured lessons, practical activities, portfolio evidence and a final online knowledge check. Complete all lessons and achieve the required assessment mark to unlock the course certificate.

Learning Outcomes

Design and monitor practical call-handling standards
Plan staffing and daily call-centre workflows
Coach agents and review service quality
Track KPIs and resolve escalated customer issues
Use reports to improve productivity and customer experience

Programme Information

Programme type: Professional Certificate Programme
Course code: PCT-PC-025
Study load: 8 structured weekly lessons plus practical portfolio work
Award: Ploutos Certificate of Completion

Open online enrolment. Any tuition or programme fee must be set by Ploutos administration before billing; no fee is pre-filled in this package.

Curriculum