Communication
Call Center & Operations Management
Call Center & Operations Management
Call Center & Operations Management is a 5 Days executive education programme delivered in Bangkok, Thailand. Practical frameworks, case studies, and facilitator-led workshops help participants apply learning at work.
Start date
12 April 2027
Duration
5 Days
Location
5 venues
Rating
0.0 / 5
Dates & venues
15 scheduled deliveries from the live catalogue · 11 upcoming, 4 past
Upcoming dates
Open for registration12 April 2027
12 April 2027
19 April 2027
7 June 2027
7 June 2027
14 June 2027
28 June 2027
28 June 2027
19 July 2027
16 August 2027
16 August 2027
Past dates
Already completedThese deliveries have already taken place and are shown for catalogue history only.
20 April 2026
Past dateBangkok, Thailand5 Days · $1,590
1 June 2026
Past dateBangkok, Thailand5 Days · $1,590
22 June 2026
Past dateBangkok, Thailand5 Days · $1,890
20 July 2026
Past dateBangkok, Thailand5 Days · $1,590
Programme essentials
Level
Professional
Language
English
Certificate
BCTCI Certificate of Completion
Group size
Up to 12
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About this course
Call Center & Operations Management is a 5-day professional programme designed for specialists and managers working in Communication. The course builds practical capability in Call Center, Operations Management, and Accommodation, using consultant-led workshops, real organisational cases, and tools you can apply immediately after the classroom. Participants leave with a structured implementation plan aligned to their role and to organisational priorities.
Learning objectives
What participants will be able to do after the programme.
- Explain the core principles, standards, and decision points that underpin Call Center & Operations Management.
- Apply practical frameworks for Call Center to realistic workplace scenarios.
- Diagnose performance gaps and select the right tools for Operations Management.
- Design an implementation roadmap that connects Lunch & Refreshment with measurable results.
- Communicate recommendations clearly to colleagues, executives, and external partners.
- Evaluate risks, trade-offs, and quality criteria related to Accommodation.
Personal impact
How this programme develops the individual professional.
- Gain confidence handling complex call center issues without waiting for specialist support.
- Strengthen your professional credibility when advising managers and stakeholders on lunch & refreshment.
- Expand your toolkit for operations management with methods you can use in the next working week.
- Build a personal action plan that links new skills to your current responsibilities and career goals.
Organizational impact
Benefits your organisation gains from this training.
- Improve consistency and quality of call center practice across teams and units.
- Reduce rework, delays, and compliance gaps through clearer accommodation processes.
- Enable knowledge transfer so communication capability does not sit with a single individual.
- Support organisational strategy with practical tools for accommodation and performance follow-up.
Programme outline
Day-by-day structure of the classroom sessions.
- 1
Day 1
Foundations of Call Center
- 1Context, challenges, and success criteria for Call Center & Operations Management
- 2Core concepts and language of Call Center
- 3Diagnostic exercise using participants’ real work situations
- 2
Day 2
Operations Management
- 1Tools and methods for Operations Management
- 2Applying Lunch & Refreshment and Accommodation in a facilitated case
- 3Group exercise, feedback, and translation to your organisation
- 3
Day 3
Operations Management
- 1Tools and methods for Operations Management
- 2Applying Lunch & Refreshment and Accommodation in a facilitated case
- 3Group exercise, feedback, and translation to your organisation
- 4
Day 4
Operations Management
- 1Tools and methods for Operations Management
- 2Applying Lunch & Refreshment and Accommodation in a facilitated case
- 3Group exercise, feedback, and translation to your organisation
- 5
Day 5
Integration, practice, and workplace action planning
- 1Integrated case or simulation drawing on the full programme
- 2Peer review of draft workplace solutions
- 3Personal and organisational action plans, next steps, and certification briefing
Training methodology
How learning is delivered in the classroom.
- Facilitated workshops with executive-level discussion
- Role-plays, coaching conversations, and behavioural practice
- Case studies drawn from public, corporate, and development settings
- Peer learning and structured reflection
- Personal leadership or communication action planning
- Classroom delivery with collaborative activities and direct facilitator coaching
Main takeaways
Key outcomes participants leave with.
- Takeaway 1A practical working knowledge of Call Center & Operations Management
- Takeaway 2Ready-to-use approaches for Lunch & Refreshment and Accommodation
- Takeaway 3Applied competence in Exposure Visit
- Takeaway 4Applied competence in Accommodation
- Takeaway 5Applied competence in Lunch & Refreshment
- Takeaway 6Templates, checklists, or decision aids for call center
- Takeaway 7A 30–90 day implementation plan agreed during the programme
Course essentials
Key facts for planning attendance and registration.
- Duration
- 5 Days
- Format
- Classroom
- Level
- Professional
- Location
- Melbourne, Australia
- Language
- English
- Certification
- BCTCI Certificate of Completion
- Prerequisites
- Open to professionals with relevant experience
- Class size
- 12
- Delivery
- Classroom
Course Brochure
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We will contact you by email (and WhatsApp if provided) once it is ready.
Training Materials
Download course handouts, slides, and reference documents shared by your trainer.
Course Questionnaire
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