Call Center Management: COPC Standards & Customer Experience
Manage contact centres to COPC-aligned best practice with a customer-experience focus. Participants learn workforce planning and scheduling, performance objectives and CX KPIs, service quality, bottleneck removal, coaching team leaders and data-driven decisions.
At a glance
- 3 days
Who it's for
- Call/contact center managers, team leaders, supervisors, WFM and quality staff
Learning objectives
- Apply COPC-aligned workforce planning and performance management
- Set customer-centric KPIs (NPS, CSAT, SLA)
- Improve call handling quality and remove operational bottlenecks
- Coach team leaders and manage performance with a customer-first mindset
Detailed content
- COPC standards and CX management
- Forecasting, scheduling, real-time management
- Performance objectives: COPC metrics, NPS, CSAT
- Waiting-time standards, SLAs and CX journey mapping
- Productive use of downtime; outbound campaigns
- Quality assurance and integrity
- Bottlenecks and root-cause analysis on the customer journey
- Feedback, recognition and commitment
- Evaluating call handling with COPC & CX KPIs; role- plays
- Developing team leaders, lead agents and supervisors
- Data-driven decisions and managing underperformance
- Action planning
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- Strategic Resource Planning & Performance
- Call Management & Service Quality
- Leadership & Decision-Making
- Case study, action plans and course assessment
Practice, tools and assessment
Hands-on practice
- Build a strategy map and balanced scorecard for your unit
- Write KPI definition cards with targets and owners
- Self-assessment against an excellence model
- Leadership-style self-assessment and 360° reflection
Tools and templates you keep
- Strategy map and BSC template
- KPI dictionary / definition card
- X-matrix (Hoshin Kanri) template
- Feedback (SBI) and coaching (GROW) guides
How learning is assessed
- Pre- and post-course knowledge check
- Assessment of practical exercises by the trainer
- Action plan reviewed at the end of the course
Built on these standards and bodies of knowledge
- Kaplan & Norton Balanced Scorecard
- EFQM Model 2025; Baldrige Excellence Framework
- Situational Leadership; Kotter's 8-step change model
How it is delivered
- Public courses in Cairo, in-company programs and live online training
- Practical exercises, case studies and examples from your sector
- Can also run as Train & Stay in Sharm El Sheikh, Hurghada or Cairo
Part of these career paths
- Customer Experience & Sales · Practitioner
Frequently asked questions
How long is Call Center Management: COPC Standards & Customer Experience?
The program runs 3 days. In-company versions can be adapted to your needs.
Is the course taught in Arabic or English?
Sessions are usually delivered in Arabic with English technical terms and materials. Full English delivery is available for in-company groups.
Can you run it inside our company?
Yes. In-company programs use exercises built on your own processes. Tell us the group size and preferred timing and we will send a proposal.
Will I receive a certificate?
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
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Get dates, fees and the full outline.
Tell us whether you are joining as an individual or planning a program for your team.